About the Product Support Assistant role
The Product Support Assistant role offers a unique opportunity to gain hands-on experience in the insurance industry and develop essential skills in Product Support.
Duties and Responsibilities
- On-App Training: Conduct training sessions for ALs, Agents, and Branch Consultants, ensuring they understand how to use the app effectively.
- Issue Resolution: Serve as the first line of support for app-related questions, troubleshooting, and resolving issues quickly.
- Facilitate the onboarding process for Insurance agencies and Agency Leaders onto the app.
- Strategically maintain and enhance business relationships with branches.
- Feedback Collection: Gather feedback from users to identify potential app improvements and communicate with the development team.
- Documentation: Create and maintain training materials, guides, and FAQs to assist app users.
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Collaboration: Work closely with the Product team,, and customer service teams to ensure seamless user experience.
Note:
This job description outlines primary responsibilities and reflects the proactive approach expected from team members. Additional duties may be assigned as required to meet organizational needs.
Requirements for the role
- A bachelor's degree in business, finance, insurance, marketing, or a related field is preferred.
- Experience in product support, customer service, or training.
- Ability to troubleshoot technical issues and find quick solutions.
- Demonstrate a strong passion for enhancing customer experience.
- Exhibit enthusiasm for collaborative efforts in improving the application.
- A solid understanding of the insurance industry, including different types of insurance products, coverage options, and basic principles of risk management.
- Previous experience in customer service, account management, or a related field is preferred. Experience in the insurance industry is necessary.
- Strong communication skills, both written and verbal, are crucial. The ability to analyze and solve problems efficiently.
- A customer-centric mindset with a genuine commitment to providing excellent service.
- Strong organizational skills to manage client portfolios, track communications, and ensure that policy renewals and other deadlines are met.
- Familiarity with customer relationship management (CRM) software and other relevant tools used in the insurance industry.
- Familiarity with mobile apps and a strong understanding of onboarding processes.
- The ability to adapt to changes in the insurance landscape, including policy updates, industry trends, and regulatory changes.