Digital Support Analyst

At least 2 years of successful experience in a customer-facing technical support role in the insurance or financial services industry
Troubleshooting and managing customer support issues to resolution
Being the voice of the customer, filtering bugs and requests, and ensuring prompt resolution
Defining, documenting, and sharing procedures to assist in resolving future issues
Strong analysis, creative problem-solving, communication, and process improvement skills
Working knowledge of APIs and other Digital touchpoints
Basic understanding of insurance products and the underwriting process

Manage the daily operations of our partnerships
Work with underwriting and business development to conduct initial onboarding of new partners (producers and/or technology vendors)
Work with IT on monitoring, support, and troubleshooting of performance for portals and API offerings
Provide ongoing communications via various channels (phone, email, dev portal, etc.)
Conduct routine and ad hoc reporting and analysis on utilization
Support the rollout of additional products and features
Evolve and improve the customer journey for engagement
Work with the Customer Experience team to map the customer journey
Solicit feedback from our partners (producers and/or technology)
Track timelines and issues encountered during the onboarding process
Help define metrics and implement reporting procedures that accurately measure and report efficiency, success, and other relevant statistics for onboarding and support services
Provide regular reports on most common support issues and work with Product Owners and IT partners to help improve user experience
Create efficient processes for communicating with user community in case of system-wide issues (e.g., planned or unplanned maintenance, etc.)
Create efficient processes for communicating with individual users for various updates (e.g. ticket status updates, etc.)
Cross-train with other Digital resources to provide backup support as needed

No preferred qualifications provided.