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User Support Representative Jobs

Company

ASSURANCE
Address , Remote
Employment type FULL_TIME
Salary $18.26 - $19.71 an hour
Expires 2023-06-24
Posted at 1 year ago
Job Description
About Assurance
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!

About the Role
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.

Key Responsibilities:

  • 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
  • Provide enthusiastic and personalized service to Assurance users
  • Work with other teams (Product development, Finance, Data Science) to further escalate and solve customer issues
  • Identify and track user issues and complaints to ensure transparency and improve the customer experience
  • Ensure the Assurance user and their internal rep are kept notified of any updates

About You:

  • Must be available to work occasional nights, holidays and weekends
  • Experience in the Insurance industry, and/or working with on-demand networks preferred
  • Prior experience with Zendesk and Intercom support platforms preferred
  • 2-3 years as a customer support agent or similar role assisting users through chat and/or email required
  • Excellent attention to detail within a fast-paced and entrepreneurial environment
  • Ability to remain professional and courteous with Assurance users at all times
  • Ability to take initiative and manage multiple tasks and projects at a time
  • Flexibility and willingness to learn and work on different tasks as needed
  • Excellent organizational skills
$38,000 - $41,000 a year
  • Overtime available: Yes
  • Growth opportunities: We offer ongoing coaching and career development training, and promote from within.
  • Comprehensive benefits which include, medical, dental, vision, 401K and more
  • Bonus/commissions: NOT eligible
  • PTO: Accrued at 1.5 days/month for the first year
  • Pay: $18.26-19.71/hour ($38,000-41,000 annually)

Note: Assurance is required by multiple state and city laws to include the salary range on position postings when hiring in those specific locals. The pay range for this position will be between $38,000 - $41,000 and may be eligible for additional bonus or commission plans + benefits. Eligibility to participate in the bonus or commission plans is subject to the rules governing those programs, whereby an award, if any, depends on various factors including, without limitation, individual and/or organizational performance. In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.