Client Support Analyst I

2 Months ago • 4-6 Years

Job Summary

Job Description

As a Full-time Application Support Specialist, you will provide technical support to clients primarily in North America and Canada. Your responsibilities include troubleshooting application issues via email, phone, and remote access, maintaining logs of troubleshooting steps, training customers and peers, resolving customer support issues promptly, investigating and developing solutions to complex user problems, communicating customer feedback to the product development team, and escalating unresolved issues. You will also need to undertake training and keep up-to-date with new technologies. This role requires strong communication skills, organizational skills, and the ability to work extended hours. The role entails providing technical support services, training customers, and resolving technical issues.

Must have:

4-6 years of technical support or IT experience
Proficient in various web browsers
Advanced knowledge of Microsoft Office applications
Ability to communicate technical information clearly
Strong verbal and written communication skills
Self-motivated, good organizational skills, and a team player
Ability to work extended hours for client support

Good to have:

Previous software or technical support experience by phone (USA/Canada)
Knowledge of Agency Commissions structure and Insurance Industry (USA)
Background as a trainer/coach

7 skills required

7 skills required for this role

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microsoft-office

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Job Details

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

You’ll be Full-time Application Support Specialist to provide technical support services to our clients primarily based in North America and Canada.

WHAT YOU’LL DO:

Serves as the primary point of contact for troubleshooting any application issues over e-mail, telephone and remote access.
Keeps log of all the troubleshooting steps and tracks open tickets.
Trains customers and peers on the use and support of our products.
Communicates and resolves customer support issues in a timely manner.
Investigates user’s problems and develops solutions to complex issues.
Communicates all comments and suggestions from our customers to the product development team.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Undertake regular training in both technical and interpersonal areas to facilitate best practice problem resolution.
Keep up to date with new technology and methods.

WHAT YOU’LL NEED:

4-6 years of experience in technical support or information technology involving technical knowledge of company’s products and services.
Proficient in the use of a variety of web browsers (Chrome, Edge, Firefox, Safari)
Advanced knowledge of Microsoft Office applications (Word, Excel, Outlook)
Ability to communicate technical information to nontechnical clients
Strong verbal and written communication skills
Self-motivated, good organizational skills, team player and ability to take initiative
Ability to work after normal business hours to provide extended support services to clients worldwide.

Preferred Skills:

Previous work experience providing software or any other technical support by phone to clients based in USA/Canada.

Desired Skills:

Knowledge of Agency Commissions structure and Insurance Industry of USA with a background as a trainer/coach.

Education: A Bachelor's Degree in any stream

Shift Hours: 12 PM to 9 PM IST / 2 Pm to 11 Pm, Weekends off, Fixed timings.

WHAT’S IN IT FOR YOU?

At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability