Customer Support Specialist

Description

Headquartered in Boston, Massachusetts, Bindable, a Franklin Madison company, is the InsurTech leader for alternative distribution solutions, enabling organizations across all industries to drive revenue and build brand loyalty through digital insurance offerings. The proprietary Bindable platform brings together a digital insurance marketplace, PolicyCrusher® agent software, and a full suite of support services to offer flexible, market-ready solutions for insurers, agencies, brokerages, and trusted brands alike. 

Position Summary 

The Customer Support Specialist role provides platform support to our Iaas and Saas customer accounts. This position is centered around our clients’ daily needs, heavily leveraging customer service and problem-solving skills. This role will oversee our internal ticketing and project management systems. In addition, you will also gain exposure to and work closely with various internal and external departments, including engineering, marketing, project management, quality control, and various insurance agency members. This is a hybrid position based out of our Boston, MA office. 

Responsibilities:

• Manage customer ticketing system and project management system. This includes coordination and communication with internal departments. 
• Respond within the Service Level Agreement turnaround time.
• Proficiently track tickets from open to close, documenting resolutions and lessons learned.
• Complete an initial review of reported bugs/issues. Attempt to recreate issues reported. Test basic fixes as they are rolled out and notify clients once resolved.
• Coordinate the receipt and launch of new partnerships (websites & Policy Crusher).
• Effectively communicate request details to our Bindable team & manage client expectations.
• Update internal documentation as changes occur to processes, i.e., work instructions and testing templates. 
• Analyze commonalities & trends in customer requests. Contribute to knowledge center databases providing solutions to common platform needs & requests.
• Contribute to special QA projects that may include, but are not limited to evaluate reporting for similarities (and/or) anomalies and assist with testing before the release of a new platform partner.
• QA of new partner implementations, including mockups of websites and websites once live in production
• Independently troubleshoot and suggest appropriate agent-facing solutions when possible.
• Other duties as assigned

Requirements

• A college degree is not required, but customer service experience is preferred
• Strong communication skills, both written and oral, as well as effective organizational skills. 
• Experience using support desk tools like ZenDesk, JIRA or Wrike preferred. 
• Ability to prioritize and gracefully manage competing priorities to ensure deadlines are met. 
• Proficiency in Google Suite, including Sheets, Gmail, Drive, and Slides, is required, and familiarity with Excel, Word, and PowerPoint is preferred. 
• Ability to learn new systems quickly. 
• A positive "all for one" approach to team deliverables and priorities.
• Alignment with company core values.

Physical Demands and Work Environment:

This role requires meeting physical demands like talking, hearing, using hands, and sitting, standing, or reaching. Occasional lifting up to 15 pounds is needed, along with close/distance vision and depth perception. Reasonable accommodations can be made. The work environment has low-to-moderate noise. 

Franklin Madison provides a comprehensive benefit package which includes life, AD&D, short-term/long-term disability, medical, vision and dental insurance coverage, as well as an optional 401(k) savings plan with a 4% company match and a generous time off policy. 

Annual Salary Range $45,000-$55,000