Client Solution Engineer

Location: e123 is a Work From Anywhere company based in southern California with an entirely remote workforce from all over the US. This role can be based anywhere in the US (with the exception of IN, IL, PA, NE).

Why join e123?

e123 is transforming the distribution of health insurance in the United States while creating a new insurtech category. e123 helps businesses manage the complex world of health insurance distribution. We handle $3B in annual premium billings through a network of nearly 400,000 agents. We deliver a single, easy to use platform for clients to distribute and market insurance and benefits products at all levels. We are rapidly expanding our product suite to to address major pain points for enterprise carrier and distribution customers in this market vertical.

Our Mission

We’re on a mission to fix a broken system, making it easier and more reliable for millions of people to protect themselves against the unexpected by enabling insurance providers to better match individuals with the right health insurance solutions. This in turn enables accelerating growth for our clients. At e123, we deliver a powerful, widely-used core SaaS product in a premier position central to our industry, and our team knows as much as anyone about the complexities of the United States healthcare insurance distribution network.

Job Description:
The Client Solution Engineer will work directly with our B2B customers from on-boarding through the customer’s entire lifecycle while building long-term relationships. This position requires the ability to work with clients and other e123 team members to rapidly identify solutions to more complicated client business requirements and root causes of client issues. This requires developing a deep understanding of our software solution and its intended uses, in order to instruct clients how they can get the most utility out of our platform. This position will also interface heavily with our developers in order to provide accurate specs that will solve clients’ business needs.

Responsibilities:

• Provide on-going support to our clients for both business process improvements and technical issues to ensure that customers are using our platform optimally, and the platform is working optimally, for their needs.
• Assess technical issues and identify solutions to these issues using creative problem solving.
• Educate and coach customers on best practices of our platform.
• Serving as a liaison between clients / client-facing support team members and internal technical staff members.
• Document new features or customizations and work with Development to implement and perform QA testing for each.
• Support on-boarding efforts that include configuration of our platform and capturing required customization.
• Working with customers by phone and online using collaboration tools, video chats, and desktop sharing.
• Proactively managing customers, anticipating potential pitfall issues and working to identify and prevent them.
• Passionately delivering superior client service.

Required Skills & Experience:

• 2+ years of customer support/technical support experience in a customer facing role within a software company, ideally in a SaaS, B2B environment.
• Critical thinking skills.
• Problem solving skills, ie, ability to troubleshoot on the fly. Understands how to capture business requirements.
• Demonstrated ability to take initiative to proactively solve problems.
• Attention to detail.
• Comfortable working in a fast-moving, rapidly-evolving company and industry.
• Excellent written and verbal communication skills.
• Ability to manage communication between customers and developers. Must be proficient in Microsoft Office Suite.
• Experience with JIRA or a similar ticketing system is a plus.
• College degree preferred