Client Service Representative

Title: Client Service RepresentativeLocation: e123 is a Work From Anywhere company based in southern California with an entirely remote workforce from all over the US. This role can be based anywhere in the US.**Why join e123?**e123 helps businesses manage the complex world of insurance. We started in Insurtech, and we drive over $1B in annual premium billings through a network of nearly 365,000 agents. Our goal is to create a single, easy to use platform for businesses to distribute and market insurance and benefits products at all levels.Our MissionWe’re on a mission to fix a broken system, making it easier and more reliable for millions of people to protect themselves against the unexpected by enabling businesses to better manage insurance distribution. At e123, we are a powerful, widely-used core product in a premier position central to our industry and a team with deep expertise in Insurance distribution networks.Job DescriptionThe Client Service Representative will work directly with our B2B customers and will report directly to the Director of Client Support. This position requires the ability to work with clients and other e123 team members to rapidly identify the root cause of client issues, as well as implement solutions in an ever-changing industry. This requires developing a deep understanding of our software solution and its intended uses to provide instruction and/or guidance to clients.We are a small, collaborative, hard-working but easy-going team within a well-established, profitable, and stable organization. We want you to thrive, and we welcome professionals from all walks of life, firmly believing that diversity of people and ideas results in better outcomes! That said, due to industry regulations, we require team members to be US-based.Your responsibilities:

• Deliver superior client service by responding promptly and professionally to client inquiries.
• Proactively address customer emails, chat requests, and phone calls to ensure timely issue resolution.
• Troubleshoot and assess technical issues, identifying effective solutions using creative problem-solving techniques.
• Work with clients (by phone and online) using collaborative tools, video chats, and desktop sharing.
• Assist client with business process improvements and resolve technical challenges related to our platform.
• Educate and coach clients on the best practices of our platform.
• Assist with testing of data within the platform to ensure optimal platform performance.

Looking for someone who fits these requirements:

• 3+ years of customer support/technical support experience in a customer facing role, preferably within a software company, ideally in a B2B environment.
• Critical thinking skills.
• Problem solving skills with ability to troubleshoot on the fly.
• Experience capturing and documenting client business requirements.
• Ability to manage communication between customers and developers.
• Comfortable working in a fast moving, rapidly evolving company and industry.
• Excellent written and verbal communication skills.
• Experience with JIRA or a similar ticketing system is a plus.
• Must be proficient in Microsoft Office Suite.

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