Support Specialist

AgencyBloc • Cedar Falls, IA

2d

About The Position

The Client Support Specialist is a frontline role assisting clients with questions and challenges related to AgencyBloc’s suite of products through phone, email, video, and live chat. The role delivers customer support by answering inquiries and providing troubleshooting assistance, helping clients access the tools and information they need and ensuring a seamless support experience. The position requires experience in the insurance industry, strong communication and problem-solving skills, and the ability to help clients navigate products, workflows, and best practices that support their day-to-day business operations.

Requirements

• At least 3 years of experience in software support or the life and health insurance industry.
• Strong communication and problem-solving skills with a customer-first mindset.
• Comfort working with technology and quickly learning new tools.
• Proficiency in Google Suite, including Docs, Sheets, Gmail, and Calendar, and Microsoft Office, including Word, Excel, and Outlook.
• Detail-oriented, with the ability to prioritize multiple tasks effectively.
• Motivated to contribute to a fast-moving, entrepreneurial team.
• Quick-thinking, adaptable, and resilient, with a positive, collaborative attitude.
• Self-starter with humble confidence and the ability to communicate across teams for clarity and alignment.
• US applicants must have work authorization that does not now or in the future require visa sponsorship.

Nice To Haves

• Experience with AgencyBloc.

Responsibilities

• Serve as a product expert on AgencyBloc’s suite of products, understand their impact on clients’ businesses, and provide clear guidance.
• Enhance client relationships by delivering engaging, solution-oriented support in every interaction.
• Provide troubleshooting assistance and conduct brief training sessions through web meetings, phone calls, live chat, video, and email.
• Respond to client inquiries in a timely and professional manner, address concerns, and collaborate with internal teams when needed.
• Proactively help clients overcome barriers to adoption and fully utilize product features.
• Meet or exceed department metrics, including goals for client satisfaction, efficiency, and revenue impact.
• Offer feedback and insights on processes and procedures to improve operational efficiency and client experience.
• Participate in weekly team meetings and bi-weekly one-on-ones with the Manager and Director of Customer Support.
• Perform other duties as assigned to support the team and company objectives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed