Job Details

Level
Experienced

Job Location
USA - Remote - Pleasant Grove, UT

Remote Type
Fully Remote

Position Type
Full Time

Salary Range
$50.00 - $60.00

Job Shift
Day

Job Category
Customer Service

Position Purpose:

InsCipher's software takes the guesswork out of surplus lines tax compliance, increasing the efficiency of insurance agencies across the nation. We are seeking a Customer Service Representative who wishes to leverage their technological aptitude and communication skills to drive fast resolution of product and services issues by providing best-in-class customer service.

Responsibilities:

• Serve as first point of contact for newly implemented and existing customers in need of assistance
• Troubleshoot and diagnose to deliver timely and accurate assistance to SaaS end users
• Answer basic product and service questions, troubleshoot technical issues in real time, and quickly formulate solutions or escalate as needed
• Utilize phone, email, and virtual meeting tools to provide hands-on assistance to users
• Leverage impeccable organizational skills to follow up with clients promptly and within a guaranteed timeline
• Work cross-functionally to assess and improve internal processes
• Demonstrate fundamental understanding of customer service best practices
• Manage customer escalations with empathy and professionalism
• Track client interactions, maintaining detailed records of communications and action items

Qualifications:

• 4-year college degree preferred
• 2+ years of experience in SaaS support, remote desktop applications, and help desk software
• Strong technical aptitude and organizational skills
• Proficiency in Windows, Excel and all other MS Office Suite applications
• Knowledge of surplus lines tax filing a plus
• Ability to grow and develop professional relationships
• Exemplary presentation, written, and oral communication skills
• Excellent interpersonal skills