What we’re building

The Ease Customer Support team is growing, and we’re looking for people to join us on our journey to building a world class support organization. We’re looking for candidates who are passionate about service, comfortable with technology platforms and are committed to exceeding customer expectations. If you enjoy a fast-paced environment and are interested in a career in SaaS, Insurtech, HRIS, Payroll or Customer Experience this is a great opportunity for you. 

Responsibilities:

  • Assist Brokers, and Company Administrators with a broad range of topics across the Ease platform
  • Educate users on best practices, troubleshooting steps, and ways to maximize their efficiency and effectiveness while using Ease
  • Document information about the case, resolution or feedback in order to help inform the strategic direction of the company 
  • Partner with internal teams to resolve complex issues, while championing our customers' needs throughout the process
  • At times you’ll communicate with third parties to resolve and investigate issues. Resolve inquiries received via phone, web, email, and internal ticketing system in a timeframe consistent with department and team service levels and goals.
  • Meet and exceed company, department, and individual level KPIs and OKRs.
  • You will manage your time between new cases, and cases that require further follow-up.

Qualifications:

  • 3 years in a customer-facing role required1 year SAAS support experience required1 year call center experience required
  • Strong communication and interpersonal skills are a must, including exceptional phone and written skills
  • Adept troubleshooting, problem solving and critical thinking skills
  • Passion for learning, and an ability to communicate complex issues in a clear and educational manner
  • Ability to manage your time effectively and stay organized
  • Ability to work a flexible schedule
  • Ability to adapt to rapid changes in the workplace
  • Proficient using technology and navigating multiple systems
  • Access to reliable internet and a workspace with limited background distractions
  • Experience with employee benefits (i.e., medical, dental, vision) preferred
  • Experience with Google Suites, Zendesk and Microsoft Excel preferred
  • Experience working in a remote office environment preferred
  • Knowledge of Atlassian, Jira and Confluence helpful

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