Client Support Specialist

About Employee Navigator

Employee Navigator is a rapidly growing and 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 dominant broker-centric benefits administration and HR platform in the US serving over 200,000 companies. 

About the Role

The Client Support Specialist will deliver a world-class experience to our customers. The Client Support team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help all our users become Employee Navigator experts. You’ll be directly responsible for the experience of thousands of customers on Employee Navigator. 

*Please note: This is an onsite role 5 days a week*

Responsibilities

• Become an expert within all facets of the Employee Navigator platform through departmental and independent hands-on training


• Leverage deep understanding of Employee Navigator’s products and services to provide solutions to clients' issues and questions, exceeding clients' expectations and ensuring that clients understand the value of our products


• Provide the first line of support for our customer base via email, phone or our support forum


• Assist clients with case builds including benefits enrollment, carrier and payroll integrations and employee onboarding


• Collaborate with teammates on process improvements and strategies to make the most out of the Employee Navigator software


• Serve as an experienced consultant to customers supporting Employee Navigator’s complex products/technologies


• Provide recommendations to EN leadership around potential best practices and training on EN solutions, based on client input or experience


• Conduct webinar training sessions


• Work with general direction to resolve issues and provide solutions, with guidance in complex situations

Qualifications:

• 3+ years of experience in a client facing environment, with proven ability to produce positive results


• Possess innate customer service skills 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


• Consistently seek to improve their own knowledge, the customer’s knowledge, and the product itself


• Be a motivated problem solver who can accurately document and communicate issues


• Demonstrate proficiency using Microsoft Office products, including Excel


• Bachelors Degree OR equivalent years of experience

Bonus Points:

• Experience with benefits administration, insurance, or payroll