About the job
About Employee Navigator
Employee Navigator is a rapidly expanding and profitable SaaS firm that collaborates with top insurance carriers, payroll service providers, and insurance brokers to streamline the management of employee benefits and HR processes. Our platform enhances daily operations related to benefits administration, employee onboarding, and various HR functions. As the premier platform focused on brokers, we cater to over 180,000 organizations and more than 14 million employees nationwide. We are proud to have been recognized as a Top Workplace by the Washington Post for six consecutive years.
About the Role
The Client Support Specialist will ensure a premier experience for our customers. The Client Support team plays a crucial role in guiding our broker clients through critical phases of their customer journey, sharing insights to help all users become adept at using Employee Navigator. You will have a direct impact on the experiences of thousands of customers utilizing our platform.
*Please note:* This position requires onsite attendance five days a week.
Responsibilities
- Master all aspects of the Employee Navigator platform through comprehensive departmental and independent training.
- Utilize your in-depth knowledge of Employee Navigator’s offerings to resolve client issues and inquiries, surpassing expectations and ensuring clients recognize the value of our solutions.
- Act as the primary support contact for our customers through email, phone, or our support forum.
- Assist clients with case developments, including benefits enrollment, carrier and payroll integrations, and employee onboarding processes.
- Team up with colleagues to enhance processes and strategies for maximizing the Employee Navigator software's effectiveness.
- Provide expert consultation to clients utilizing Employee Navigator’s complex products and technologies.
- Offer suggestions to EN leadership regarding potential best practices and training based on client feedback and experiences.
- Facilitate training webinars.
- Work under general guidance to troubleshoot issues and provide solutions, with support on complex matters.
