Technical Partner Support Specialist

Homesteaders Life Company•West Des Moines, IA

6d•Hybrid

About The Position

As a Technical Partner Support Specialist, you will serve as a dedicated resource supporting partners, funeral home customers, and agents using the company's digital platforms. Your role will include providing frontline technical support, resolving complex system issues, guiding users through workflows, and translating technical concepts into understandable guidance. You will work with a team to identify patterns, provide product feedback, and contribute to the continued improvement of digital tools, training, and communication.

Requirements

Bachelor’s degree preferred in Business, Communications, or related field
3+ years of experience in customer service, customer success, account management, or technical support
Experience supporting eApplication, CRM, and SaaS platforms preferred
Experience working with agents, partners, or external clients strongly preferred

Responsibilities

Provide technical and customer support via phone, chat, and email for agents, partners, and funeral home users.
Guide users through system workflows, navigation, and best practices across portals and eApplications.
Diagnose and resolve technical issues related to logins, access, usability, errors, integrations, and browser/device conflicts.
Identify root causes of issues (user error, system defect, configuration, or integration issue).
Reproduce issues, document steps, capture screenshots and error codes, and escalate defects to IT/Product teams.
Act as a liaison between external users and internal technical teams, providing status updates through resolution.
Identify recurring issues and friction points impacting user experience and adoption.
Contribute to FAQs, training materials, and knowledge base documentation.
Provide feedback to product and development teams to support platform enhancements and new features.
Support the rollout and adoption of new tools, functionality, and system updates.