Hiring User Support Reps ($38,000 – $41,000 a year) Work at home

Assurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.

Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people’s lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.

At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we’re working together to improve the lives of millions!

You’ll work behind the scenes to assist our Agents as they provide a great experience to their shopper. As a User Support Representative, you are at the core of our support team, working to assist our users through a myriad of inquiries. Customer service, courtesy, and compassion will always be top of mind for you, as you’ll be working directly with our Assurance agents.

We’re looking for an incredible problem solver to join our support team. Assurance support is split into tiers, and as a USR within tier 2, you’re the glue that holds our products and services together, keeps our user service awesome, and makes problems disappear with clandestine-like efficiency. You’ll be the second line of defense, leveraging your technical skills and troubleshooting abilities to solve any problem our first tier Helpdesk cannot resolve.

Provide enthusiastic and personalized service to Assurance users

Maintain expert level knowledge of Assurance platform with the ability to assist users through majority of questions

Maintain ownership of each issue and be resourceful in coming up with solutions

Work with other teams (Product development, Finance, Data Science) to further escalate and solve customer issues

Ensure the Assurance user and their internal rep are kept notified of any updates

Identify and track user issues and complaints to ensure transparency and improve the customer experience

2-3 years as a customer support agent or similar role assisting users through chat and/or email required

Ability to remain professional and courteous with Assurance users at all times

Excellent organizational skills

Excellent attention to detail within a fast-paced and entrepreneurial environment

Flexibility and willingness to learn and work on different tasks as needed

Ability to take initiative and manage multiple tasks and projects at a time

Prior experience with Zendesk and Intercom support platforms preferred

Must be available to work occasional nights, holidays and weekends

Experience in the Insurance industry, and/or working with on-demand networks preferred

$38,000 – $41,000 a year

URL: https://jobs.lever.co/assurance/886b66e6-aed4-4495-bc3c-344acc22cb0f?ittk=I6WHI6OYFG