Version:1.0 StartHTML:000000172 EndHTML:000025268 StartFragment:000000363 EndFragment:000025229 StartSelection:000000363 EndSelection:000025219 SourceURL:dhtmled0: We’re looking for an ambitious and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving agile-methodology environment. We offer competitive career opportunities, great benefits and promote a work-life balance.
Responsibilities: This position is based in Madison, WI As a Customer Support Analyst (Network Management Support), you will be the primary contact for any network maintenance requests that are received from our clients. This includes adding and removing shops from a network, sending shop invitations, assisting shops with completing their insurance profiles, reviewing compliance with testing requirements, maintaining client org. structures, answering product specific questions, as well as general site navigation. You will be assigned specific accounts and will work closely with the Account Managers to support new customer implementations, or any changes to client workflows.
Process shop additions, removals, and update requests from clients
Maintain follow-up with recently added repair facilities to ensure profile and testing requirements are met
Monitor invite progress and submit shops for review
Assist users with navigation assistance and product training
Work with account managers to ensure all program requirements are being met
Educate customers on appropriate problem resolutions to minimize repeat requests; provide timely follow-up
Maintain established service level agreements to manage customer expectations and quality standards; identify opportunities for improvement
Assist contact center with escalating cases to Production Support team
Assist the Application Development group with Quality Assurance testing, as needed
Hours: 10:30am-7pm
Equal Opportunity Employer/Disability/Veterans
Qualifications: Required:
Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
Associate's degree, or equivalent call center/contact center experience
Strong knowledge of all Windows operating systems (XP, Vista, 7, 8)
Must be proficient in Microsoft Excel
Must possess effective troubleshooting, problem-solving and decision-making skills
Ability to multi-task efficiently
Must have strong written and verbal communication skills
Must be detail oriented
Applies, analyzes, and evaluates information to reach favorable outcomes
Must demonstrate the ability to be flexible with changing priorities and requirements
Must have the ability to effectively collaborate and work with others
Must have associates degree or equivalent work experience within the insurance or collision repair industries
Maintains security requirements and adheres to the guidelines set forth by the securities team
Requires previous customer service experience
Must be committed to incorporating security into all decisions and daily job responsibilities
Preferred:
Understanding of Insurance industry and/or repair industry
Intermediate or Advanced Excel skills in the preferred section
Proactive, results-oriented individual who requires minimal direction
Experience working with account management or account support
Ability to identify improvements and enhancements to software applications
Excellent time-management and prioritization skills
Proven ability to perform in high pressure situations
High energy and personal drive
Effective team player
Experience with reporting and analytics
Ability to collaborate with cross-functional teams