• Job Description

  Req#: 822378441

  Support Specialist – Customer Experience

  Zywave is a leading SaaS (Software as a Service) company, providing innovative solutions to our customers. As a Support Specialist, you will play a crucial role in helping our customers use and troubleshoot our software products.

  Are you a customer support superstar looking to make a difference? Look no further than Zywave! As a Support Specialist, you’ll use your skills and curiosity to guide customers toward solutions, troubleshoot technical issues, and deliver an exceptional experience across phone, email, and chat.

  At Zywave, we’re building a high-performance, employee-first culture rooted in trust, growth, and care. You’ll be the face of our brand—helping customers, collaborating with teammates, and embodying our core values: Belong, Grow, and Transform.

  Why Join Zywave?

  · You value making a difference. Our partners rely on us. When something goes wrong, we step up to make it right.

  · You put the customer first. Every customer is unique. You treat them with empathy, not as a transaction.

  · You learn on the fly. Change is constant, and you’re ready to adapt and grow.

  · You’re compassionate. You listen, understand, and respond with care.

  · You love solving problems. You make the complex feel simple through clear communication and technical ability.

  · You care about your development. We support your growth and well-being with a healthy work/life balance.

  · You’re a team-player. Your voice matters. Collaboration and feedback are part of how we thrive.

  · You want to grow your tech skills. You’ll work with tools like Microsoft, Salesforce, and Atlassian to level up your business acumen.

  What You Will Do

  Customer Support and Communication

  · Provide support to customers via phone, email, and chat, using your knowledge of Zywave products, browser behavior, and basic internet tools to troubleshoot and resolve issues.

  · Communicate clearly and proactively with customers and teammates to share updates, manage expectations, and ask questions early.

  · Collaborate with Support team members through proper channels to respond to customer questions and concerns.

  · Act as a liaison between customers and Zywave’s Research and Development team.

  · Represent Zywave with professionalism and empathy in every interaction.

  Information Management and Problem Solving

  · Record, track, and update customer requests through resolution.

  · Help maintain and improve our knowledge base by updating and creating helpful articles.

  · Share customer feedback to support product improvements and future enhancements.

  · Meet or exceed performance goals for case volume, turnaround time, and customer satisfaction.

  · Build multitasking skills to manage multiple requests and ensure timely follow-up.

  Teamwork and Growth

  · Our team offers clear, structured career paths—so you’ll always know how to grow and what it takes to get there.

  · Become a subject matter expert on at least one Zywave product and help train new team members.

  · Take part in team activities and training to learn and feel included.

  · Set and work toward goals for yourself, your team, and the company.

  · Thank and recognize coworkers when they help or do great work.

  · Be ready to help with other tasks when asked, even if they’re not part of your usual job.

  · Support Zywave staff and users with excellent service, both internally and externally.

  What You Should Have

  · Bachelor's degree in Business, Communications, Information Technology, or a related field, or equivalent experience in a related role.

  · Strong written and verbal communication skills; able to explain technical ideas to non-technical people.

  · A positive attitude and focus on providing great customer service.

  · Good problem-solving and analytical thinking skills.

  · Ability to manage time well and work with others to reach team goals.

  · Flexibility and openness to change in a fast-moving environment.

  · Interest in learning and growing your business and technical skills.

  · Respect for others and commitment to a positive, ethical workplace.

  · Knowledge of group insurance, health benefits, or property and casualty/risk management is helpful.

  · Able to sit and type for extended periods and resolve issues by phone, chat, and email.

  · Salesforce experience is a plus but not required.

  #LI-JC1

• About the company

  Zywave's insurance agency software is used by more than 5,000 insurance agencies, including 95 of the Top 100 U.S. insurance firms. Schedule a demo today.

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