[Remote] User Support Specialist (Remote)

Note: The job is a remote job and is open to candidates in USA. Certificial is transforming how businesses and their Suppliers share insurance coverage information by moving from point-in-time documents to real-time data. The User Support Specialist will join the support team to assist users with onboarding and general support issues while providing excellent customer service. Responsibilities Efficiently manage a high ticket volume while maintaining a fast pace and high-quality responses Assist all stakeholders, including Requestors (Companies), Insureds (Suppliers), and Agencies and Brokers, with onboarding and general support issues Provide excellent customer service with stakeholders (email, phone and chat) while documenting conversations, exchanges, or sessions in our support ticketing system Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting Demonstrate problem-solving, conflict resolution, negotiation, and de-escalation skills Troubleshoot complex issues by identifying root causes and workarounds Collaborate cross-functionally with Engineering and Product teams to identify, report, and resolve recurring platform issues Develop knowledge on Certificial systems and the insurance industry to support efficient customer interactions Ability to plan schedules and organize workload to meet deadlines Work cross-functionally with other teams Adhere to company policies, procedures, and guidelines Other duties as assigned Skills BA/BS degree or equivalent work experience 1+ years of user support experience 2+ years of proven experience in solving complex challenges Experience with multi-tasking in a high-energy environment Excellent communicator and creative thinker Ability to compose grammatically correct, concise, and accurate written responses and notations Technically inclined with a drive to challenge existing processes and innovate Insurance industry experience a plus Benefits Health, dental, and vision insurance No waiting period for enrollment 401(k) with company match Employer-paid STD/LTD Unlimited PTO Employee Assistance Program Special employee discounts Virtual team-building activities Company Overview Certificial is a real-time intelligent insurance verification platform designed to simplify the supplier management process. It was founded in 2019, and is headquartered in Holly Springs, North Carolina, USA, with a workforce of 11-50 employees. Its website is