Job Information
Insight Global Digital Support Analyst in Glen Allen, Virginia
Job Description
Insight Global is seeking a Digital Support Analyst for one of our top clients in the Richmond, VA area. You will be a part of the digital team and play a key part in our ongoing digital transformation. In this role you will help grow their electronic distribution channel by ensuring our partners (producers and/or technology vendors) have an industry-leading experience working with our clients portals and API offerings. Assistance includes onboarding, providing ongoing customer technical support, and encouraging expanded utilization. Responsibilities include but are not limited to:
Manage the daily operations of our partnerships
* Work with underwriting and business development to conduct initial onboarding of new partners (producers and/or technology vendors)
* Work with IT on monitoring, support, and troubleshooting of performance for portals and API offerings
* Provide ongoing communications via various channels (phone, email, dev portal, etc.)
* Conduct routine and ad hoc reporting and analysis on utilization
* Support the rollout of additional products and features
Evolve and improve the customer journey for engagement
* Work with the Customer Experience team to map the customer journey
o Identify and prioritize opportunities for improvement at each phase
* Solicit feedback from our partners (producers and/or technology)
o Identify and prioritize opportunities for improvement at each phase
* Track timelines and issues encountered during the onboarding process
o Identify and prioritize opportunities for improvement at each phase
* Help define metrics and implement reporting procedures that accurately measure and report efficiency, success, and other relevant statistics for onboarding and support services
* Provide regular reports on most common support issues and work with Product Owners and IT partners to help improve user experience
* Create efficient processes for communicating with user community in case of system-wide issues (e.g., planned or unplanned maintenance, etc.)
* Create efficient processes for communicating with individual users for various updates (e.g. ticket status updates, etc.)
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .
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Skills and Requirements
* At least 2 years of successful experience in a customer-facing technical support role in the insurance or financial services industry:
o Troubleshooting and managing customer support issues to resolution
o Being the voice of the customer, filtering bugs and requests, and ensuring prompt resolution
o Defining, documenting, and sharing procedures to assist in resolving future issues
* Strong analysis, creative problem-solving, communication, and process improvement skills
* Working knowledge of APIs and other Digital touchpoints
* Basic understanding of insurance products and the underwriting process null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.