Customer Success Specialist/Ops, Life Insurance (remote)

Nfp - Hartford, CT

Full-time

Remote - Hartford, CT

Food Services and Drinking Places

About the position

The Customer Success Specialist/Ops role at Fieldtech involves being the first point of contact for clients seeking technical assistance and guidance. This position focuses on resolving customer issues, troubleshooting software problems, and ensuring overall customer satisfaction. The specialist will document and track customer cases, escalate complex issues, and provide feedback to improve products and services. The role is remote, offering flexibility while adhering to an EST or CST workday schedule.

Responsibilities

• Respond to customer inquiries in a timely and professional manner.
• Identify, diagnose, and resolve technical issues related to our product using various tools and methods.
• Document and track customer cases using our ticketing system, Zendesk, and follow up on the resolution status.
• Escalate complex issues to the appropriate team or department and collaborate with them to provide solutions.
• Provide feedback and suggestions to improve our products and services based on customer needs and expectations.
• Document user issues, resolutions, troubleshooting steps, and expected behavior in a comprehensive and organized manner.
• Participate in refinement of bugs and user stories to ensure the customer's needs are represented.
• Manage the onboarding of new users.
• Play a critical role during the release process, testing all new features and fixes, performing smoke tests and communicating release notes across the company.
• Stay updated on product features, updates, and best practices and share them with customers and colleagues.
• Conduct user training sessions and workshops to educate users on best practices, new features, and system updates.
• Create and maintain customer training materials including videos and one-pagers.
• Partner closely with CSM to prioritize projects/issues/customer roadmap.
• Build and master Customer Success playbooks relating to ticket management, client communication, escalations, and problem solving.
• Own and manage individual KPIs to ensure SLAs are met.
• Responsible for training new FieldTech employees on the product.

Requirements

• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner.
• Experience handling customer inquiries and collaborating with technical stakeholders.
• Strong problem-solving and analytical skills, with the ability to troubleshoot, resolve and document technical issues efficiently and effectively.
• Highly detail-oriented and organized with the ability to effectively prioritize and multi-task.
• Agility - ability to adapt to shifts in priorities.

Benefits

• Flexible remote work options
• Opportunity to work with a leading team of insurance and financial service executives
• Engagement in a modernizing project within the insurance industry