Description

JOB DESCRIPTION

Job Summary:
The Customer Support Specialist will be responsible for providing exceptional service to internal and external customers by addressing inquiries, resolving issues, communicating updates and outages, and ensuring overall customer satisfaction for Chubb Worldview, an online portal servicing Chubb Major Accounts customers. Reporting to Worldview Team Leader, this role involves communicating via phone and email, troubleshooting problems, and maintaining accurate records of customer interactions. Additionally, this role will assist in supporting the day-to-day operational activities associated with key systems within Major Accounts.

Key Responsibilities:

• Provide support to internal and external clients on a wide variety of possible issues with moderate to little supervision - excellent problem-solving skills are a must.
• Identify and resolve customer issues efficiently and professionally. Respond promptly to customer inquiries via phone and email. Follow up with customers to ensure resolution and satisfaction.
• Help customers resolve and understand technical issues by providing explanations in a non-technical manner.
• Notice patterns and trends in application support issues and escalate issues as needed
• Track help desk statistics and create reports for management.
• Assist with creation of training and external marketing materials. Provide product and service information to customers.
• Provide system demos to internal and external customers.
• Assist with business requirements writing and reviews for new enhancements/updates
• Conduct user testing (UAT) and reviews for new enhancements/updates - Including documenting testing and user guide materials and/or presentations.
• Contribute to team goals and support continuous improvement initiatives

Requisition #: 27651

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