Customer Support Specialist

Profile

About Benefitfocus:Benefitfocus, Inc. is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to more efficiently shop, enroll, manage and exchange benefits information. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental and other voluntary benefits plans as well as wellness programs.Job Description:The Customer Support Specialist, Employer Services is responsible for responding to and resolving customer inquiries in a timely and professional manner for highly customizable Benefitfocus products. The primary functions of the Customer Support Specialist role include owning triaging system issues, collaborating internally to ensure items are resolved with the highest quality, providing cause and resolution details, and successful renewal of the Enterprise customers. This is a FT remote position - candidate must be reside in the U.S. and work CST / EST hours. Targeting a mid to late May 2023 start date. Responsibilities:Serve as key communication point for issues assigned and work to resolve complex issues while providing system knowledge and expertise; Consistently provide status updates for active issues for both the customer and internal associates.Document all communication and maintain accurate and up-to-date status of all triage actions performed within our issue management system.Respond to customer inquiries regarding product functionality or system issues; gather pertinent details from customer to properly assess and respond with action plan/resolution.Perform the Annual OE configuration project, including data prep, configuration, onsite testing and file readiness.Provide Benefitfocus product and renewal expertise, working with customers to understand their business requirements and helping to configure and test the Benefitfocus solution to their assigned Enterprise Customers.Understand and meet all Service Level agreements for their Enterprise Level customers.Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary.Collaborate with Customer Success Managers, Benefit Service Center associates, Solutions Consultants, and other internal teams to provide exceptional support.Attend weekly status meeting with customers to provide updates on technical issues.Attend weekly customer meetings with Customer Success Manager to talk through current case volume and case metrics.Own release testing for each of their specific customers by testing issue resolution after release has been deployed.Successfully handle a book of business.Other duties as assigned.Requirements:2 years’ experience preferred in data analysis, account management, or technical customer support-related roles.1 years in Platform Solution Specialist (PSS) position preferred with high performance ratings and Advanced Configuration Experience preferred.Industry knowledge and experience is a plus: Insurance, Benefits Administration, SaaS, Healthcare.Excellent analytical, problem solving, time management, organizational and multi-tasking skills.Ability to deliver quality results in a fast-paced environment and learn technology quickly through instruction, collaboration and self-learning.Strong verbal and written communication skills that focus on concise and informative content for internal and customer audiences.Experience developing strategies that drive success through delivering value and insight tailored to each unique customer.Strong proficiency in Microsoft Excel, HTML, basic SQL, or report creation experience desire. Salesforce experience a plusOccasional customer visits may be required.**For internal applicants, this role corresponds to a Consultant, (IC-5), role** 

Company info

Benefitfocus, Inc.
Website : http://www.benefitfocus.com