Client Solution Engineer - Enrollment123

e123
Job Title: Client Solution Engineer

Location:
e123 is a Work From Anywhere company, and the person in this role can be based anywhere in the US.

Why join e123? 
e123 has a powerful core insurtech platform that powers distribution management for hundreds of life and health insurance clients and drives over $1B in annual premium billings through a network of nearly 250,000 agents. e123 is in a unique position:  

• Powerful and widely-used core product; premier position central to our industry 
• Great growth opportunities with multi-million dollar challenges/opportunities faced by clients and prospective customers
• Deep company expertise in Insurance distribution networks
• Great company with a highly collaborative style and approach

Job Description:
The Client Solution Engineer will work directly with our B2B customers from on-boarding through the customer’s entire lifecycle while building long-term relationships. This position requires the ability to work with clients and other e123 team members to rapidly identify solutions to more complicated client business requirements and root causes of client issues. This requires developing a deep understanding of our software solution and its intended uses, in order to instruct clients how they can get the most utility out of our platform. This position will also interface heavily with our developers in order to provide accurate specs that will solve clients’ business needs.

Responsibilities:

• Provide on-going support to our clients for both business process improvements and technical issues to ensure that customers are using our platform optimally, and the platform is working optimally, for their needs.
• Assess technical issues and identify solutions to these issues using creative problem solving.
• Educate and coach customers on best practices of our platform.
• Serving as a liaison between clients / client-facing support team members and internal technical staff members.
• Document new features or customizations and work with Development to implement and perform QA testing for each.
• Support on-boarding efforts that include configuration of our platform and capturing required customization.
• Working with customers by phone and online using collaboration tools, video chats, and desktop sharing.
• Proactively managing customers, anticipating potential pitfall issues and working to identify and prevent them.
• Passionately delivering superior client service.

Required Skills & Experience:

• 2 years of customer support/technical support experience in a customer facing role within a software company, ideally in a SaaS, B2B environment.
• Critical thinking skills.
• Problem solving skills, ie, ability to troubleshoot on the fly. Understands how to capture business requirements.
• Demonstrated ability to take initiative to proactively solve problems.
• Attention to detail.
• Comfortable working in a fast-moving, rapidly-evolving company and industry.
• Excellent written and verbal communication skills.
• Ability to manage communication between customers and developers. Must be proficient in Microsoft Office Suite.
• Experience with JIRA or a similar ticketing system is a plus.
• College degree preferred

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