Customer Service & Support Jobs in Frederick, MD (Now Hiring) — 279 open — Page 5

About Employee Navigator

Employee Navigator is a rapidly growing and highly profitable $100M ARR SaaS insurance & HR technology company that works with the nation’s leading insurance carriers, payroll companies & insurance brokers. Over the last three years we have successfully raised over $100M in equity and debt financing and provided substantial liquidity to our shareholders and employees. With over 300 employees across six offices, our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Following our acquisition of Enrollease, Inc. (known as Ease in the industry), Employee Navigator is now the leading benefits administration and HR platform in the US for insurance brokers, serving more than 5,000 brokers, over 175,000 companies and more than 12 million employees.

We’ve been named one of the Washington Post’s Top Workplaces eight years running. Come join us and help us continue the tradition as well as start new ones!

About the Role

We are looking for a Payroll Integration Analyst to help customers integrate Employee Navigator with their preferred payroll system. The Payroll Integration Analyst is responsible for gathering feedback from customers and partners and recommending future changes to the product as we continue to enhance this new offering and expand its capabilities. The Analyst will also make sure our clients fall in love with Employee Navigator by providing quick and empathetic support and being the face of our business to a broad set of customers including insurance brokers, HR and payroll companies. 

Please note: This role is only open to Employee Navigator current employees.

Responsibilities

• Act as a main point of contact for brokers and HR to facilitate the payroll integration setup process from start-to-finish.
• Assist brokers and HR with troubleshooting integration questions or issues that arrive via our support software, Zendesk.
• Be a subject matter expert on our payroll product and the functionality of our partner APIs and software systems.
• Escalate tickets according to guidelines through Tier 2, Team Leads or our Operations Manager when necessary to ensure trending issues can be identified, resolved and documented for the team.
• Support the aggregation of partner or EN issues from internal teams and customers.
• Gather and organize broker and HR feedback on integration calls to provide clarity to our team on what customers are saying about our product or process, and how it could be improved.
• Assist and escalate broker and HR issues with partners related to lack of communication, software issues or partner API issues.
• Participate in bi-weekly team meetings to discuss trending items, concerns or thoughts that the team should be aware of.
• Act as an ambassador for all integrated products
  • Provide positive, calm and replicable experiences for brokers and HR users
  • Identify and encourage the use of other integrations across our product suite (Carrier data exchange, COBRA)

Qualifications

• At least 1 year of direct experience in EN Support
• Strong internal and external communication abilities and interpersonal skills  
• Comfort with a fast-paced, ever-changing environment and talking with customers often
• Are scrappy and not afraid to roll your sleeves up to get the job done  
• Excellent verbal and written communication skills  
• Are extremely organized and have a keen eye for detail  
• Have a friendly disposition that puts people at ease  
• Can operate autonomously with little supervision