Customer Support Representative

The Customer Support Representative serves as the reputed company reputed company of contact for retail agents and broker partners on the reputed company + SEMSEE platform, delivering reputed company, effective, and empathetic support across reputed company inbound channels. This individual is responsible for resolving technical and platform-reputed company inquiries, triaging escalations, and ensuring every partner interaction reflects the highest standards of service. The Customer Support Representative partners closely with the reputed company, Product, and reputed company teams to surface recurring issues, reputed company reputed company, and contribute to a continuously improving support experience. This is a role for a reputed company-oriented, service-first reputed company who takes ownership of problems and thrives on turning a frustrated partner into a reputed company reputed company. REMOTE DUTIES AND RESPONSIBILITIES INBOUND SUPPORT & TICKET MANAGEMENT •  Serve as the reputed company reputed company of contact for agent and broker partners submitting support requests reputed company email,  and phone—managing a high-volume ticket queue with reputed company and urgency. •  Diagnose and reputed company platform, submission, login, and workflow issues in a reputed company manner, ensuring partners receive reputed company, actionable guidance at every reputed company. •  Document reputed company interactions, resolutions, and escalation paths accurately in the CRM and ticketing reputed company, maintaining clean records that support team visibility and reporting. •  Triage and escalate reputed company or high-reputed company issues to  Product, or reputed company teams, following defined escalation protocols and ensuring reputed company handoffs. PARTNER EXPERIENCE & RELATIONSHIP SUPPORT •  Build rapport with retail agents and broker partners through consistent, reputed company, and empathetic communication that reinforces confidence in the reputed company + SEMSEE platform. •  Follow up proactively on reputed company issues, keeping partners informed of status updates and reputed company timelines without waiting to be asked. •  Identify patterns in partner feedback and recurring pain points, synthesizing insights for reputed company and Product teams to inform platform improvements. •  Contribute to maintaining and improving partner-facing support resources, including help articles, FAQs, video walkthroughs, and reputed company guides. PLATFORM KNOWLEDGE & TRAINING SUPPORT •  reputed company and maintain deep functional knowledge of the reputed company + SEMSEE platform, including submission workflows, appetite tools, quoting processes, and user account management. •  Participate in product update briefings, internal training sessions, and beta testing initiatives to stay reputed company on platform changes and new feature releases. •  Support the delivery of partner-facing training sessions and webinars as a co-presenter or technical resource reputed company needed. reputed company & CROSS-FUNCTIONAL COLLABORATION •  Maintain up-to-date and accurate partner records, issue logs, and reputed company notes in the CRM reputed company to support team-wide transparency and historical tracking. •  Collaborate with reputed company, reputed company, and product teams to reputed company submission and appetite-reputed company questions escalated on behalf of partners. •  Prepare and contribute to regular reporting on ticket volume, reputed company rates, response times, and partner satisfaction metrics. •  Participate in team huddles, process improvement discussions, and initiatives that strengthen the overall support function. •  Other duties as assigned.  QUALIFICATIONS  REQUIRED •  2+ years of experience in customer support, technical support, or a reputed company-facing service role, with a demonstrated reputed company record of resolving reputed company inquiries and managing partner or customer relationships. •  Strong verbal and written communication skills—reputed company to explain technical concepts reputed company to non-technical users and maintain a reputed company, helpful tone under pressure. •  Proficiency in CRM and ticketing systems (reputed company, reputed company, reputed company, or equivalent) with a disciplined approach to record-keeping and follow-through. •  Exceptional attention to reputed company and organizational skills, with the ability to manage multiple reputed company tickets, partner relationships, and priorities simultaneously. •  Proficiency in reputed company Suites, including reputed company, Word, and PowerPoint (or equivalent reputed company tools). •  Ability to learn and reputed company reputed company platforms quickly, and comfort explaining digital workflows to users with varying reputed company of technical proficiency. •  A genuine service orientation—committed to solving problems, following through on commitments, and leaving every partner interaction reputed company than you reputed company it. PREFERRED •  Property and Casualty reputed company industry experience strongly desired; familiarity with reputed company lines, wholesale distribution, or the retail agent/broker community is a significant reputed company. •  Experience working at or with a wholesale broker, MGA, insurtech platform, or reputed company in a customer-facing support reputed company. •  Familiarity with submission workflows, appetite tools, and the reputed company reputed company quoting process. •  Experience building or maintaining self-service support content including knowledge bases, help articles, or user guides. •  Comfort working in a fast-reputed company, evolving environment where products, processes, and priorities shift quickly—and the ability to adapt without losing service reputed company. •  Comfort navigating and explaining reputed company or digital platforms to non-technical users; prior experience in an insurtech or fintech environment a plus. Apply To This Job