About Employee Navigator
Employee Navigator is a rapidly growing and highly profitable $100M ARR SaaS insurance & HR technology company that works with the nation's leading insurance carriers, payroll companies & insurance brokers. Our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Employee Navigator is the leading broker-centric benefits administration and HR platform in the US serving over 175,000 companies.
We've been named one of the Washington Post's Top Workplaces six years running.... including during the pandemic! Come join us and help us continue the tradition as well as start new ones!
About the Role
The Technical Specialist will deliver a world-class experience to our customers. The Client Software team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help all our users become system experts. As a Technical Specialist, you will be responsible for helping resolve some of the more complex issues based on your expertise with our platform.
Please note:
This role is an internal hire and is only open to current Employee Navigator employees.
ResponsibilitiesAct as Player-Coach by spending one-third of your time providing live support to our customers and through Zendesk.Serve as subject matter expert in Ease's core suite of products such as Benefits, EaseHR, ACA, and OnboardingAct as the liaison between Support and Product Management.Research and resolve inquiries escalated to Tier 2 and above in a timely manner.Perform weekly audits of resolved tickets.Provide daily coaching to Specialists and Team Leads, as needed.Conduct training sessions for new hires and existing employees.Qualifications:
At least 5 years of experience in a client-facing environment, with proven ability to produce positive results.At least 3 years of experience working in a consultative-support role helping clients resolve complex problems by understanding what they are wanting to achieve before providing a solution.Minimum 1.5 years of experience working with the Ease software.Has the ability to quickly pinpoint the origin of issues and possess the ability to know the "ins and outs" of 100% of the known issues for the area of expertise.Possess superior skills regarding the interaction with our clients and staff, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.Expertly address challenging questions while providing answers that are quick and easy to understand and know when to seek assistance.Consistently seek to improve their own knowledge, the client's knowledge, and the product itself.Be a motivated problem solver who can accurately document and communicate issues.Skilled in writing detailed documentation.Understands it is hard to know what you don't know and approaches life in this way.Asks lots of questions.Experience with benefits administration, insurance, or payroll
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