Customer Support Analyst

Customer Support Analyst

Location:
Remote (US)

Department:
Customer Success

Employment Type:
Full-Time

About Agenium

Agenium is a leader in disruptive platform technology, accelerating digital innovation across the underwriting and new business lifecycle for Life, Health, and Annuity products. Our Customer Success team is a small, collaborative group responsible for supporting our products and collaborating with our customers.

We are seeking a Customer Support Analyst to join our growing support team. The ideal candidate brings meticulous attention to detail, strong technical aptitude, and a warm, professional demeanor when assisting customers via phone and email. This fully remote position offers the opportunity to work independently while collaborating with engineering and implementation teams to deliver exceptional customer experiences.

Key Responsibilities

Customer Support & Service Delivery

●      Respond to internal and external support requests via Zendesk, ensuring timely and accurate resolution.

●      Guide customers through self-service platform features and troubleshooting.

●      Complete data entry assignments with high accuracy.

Technical Implementation

●      Configure client requirements within the Agenium platform.

●      Design and build efficient product workflows using system features.

●      Write expressions and work with APIs to support customer needs.

Team Collaboration

●      Work with the Helpdesk Team Lead to prioritize and complete support tickets.

●      Partner with engineering and implementation teams to resolve complex issues.

●      Contribute to knowledge base documentation and process improvements.

Required Qualifications

●      
Technical skills
: Ability to write expressions and quickly develop familiarity with APIs.

●      
Communication:
Excellent written and verbal communication skills for customer interactions.

●      
Attention to detail:
Meticulous approach to work with consistent quality checking.

●      
Independence:
Proven ability to work autonomously, particularly during evening hours.

●      
Security mindset:
Understanding of data privacy and handling sensitive information.

Preferred Qualifications / Nice to Have

●      Experience with Zendesk or similar ticketing systems.

●      Familiarity with life insurance products and terminology.

●      Availability to work 10am - 7pm Central Time.

●      Previous experience in technical support or customer service.

Why You'll Love Working Here

●      Fully remote position with flexibility and autonomy.

●      Opportunity to work with cutting-edge platform technology.

●      Collaborate with talented engineering and implementation teams.

●      Make a direct impact on customer satisfaction and success.

●      Reports to Helpdesk Team Lead.

●      Opportunities for growth to Implementation or Customer Success Manager roles.