Agent(e) hybride en assurance dommages chez Promutuel Assurance, conseillant les membres - assurés. Analyse des besoins et proposition de protections auto et habitation adaptées.
About the role
- Customer Support Specialist supporting Welbi’s senior living care platform. Troubleshooting customer issues, improving self-service education, and coordinating configurations across support and product teams.
Responsibilities
- Serve as the primary point of contact for customer support across phone, email, and chat
- Troubleshoot product questions, investigate reported issues, and guide customers through platform functionality and best practices
- Resolve access and usability issues for residents and family members using the Welbi Community Portal
- Document bugs, gather relevant details, and partner with Product and Engineering to investigate and resolve issues
- Respond promptly, communicate clearly, and ensure customers feel heard and supported
- Investigate account data and prepare custom reports to answer customer questions and verify root causes
- Analyze support tickets, customer feedback, and satisfaction trends to identify product, documentation, and process improvements
- Share customer insights with Customer Success, Product, and Engineering to help shape product enhancements
- Improve support processes using AI, automation, and other technologies
- Monitor and report on key support metrics, including response times, resolution rates, and customer satisfaction
- Expand self-service resources and reduce support volume through documentation and customer education
- Maintain, organize, and improve Welbi’s online Knowledge Base
- Create and maintain help articles, video walkthroughs, and other educational resources
- Prepare and distribute customer communications, including feature release announcements and the monthly customer newsletter
- Partner with Customer Success, Product, and Engineering to keep education resources accurate and current
- Coordinate client configuration requests, including configuration updates, data imports, and integration support
- Ensure customer configurations are completed accurately, efficiently, and on schedule
Requirements
- Experience supporting customers in a SaaS environment
- Exceptional written and verbal communication skills
- Strong troubleshooting and critical thinking skills
- Ability to investigate issues, identify root causes, and collaborate with cross-functional teams
- Highly organized with exceptional attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Analytical mindset with ability to identify trends and translate customer feedback into actionable recommendations
- Ability to apply emerging technologies to improve support operations
- Collaborative approach to partnering with Customer Success, Product, and Engineering
- Knowledge Base or customer education content experience is a plus, but not required
- Software implementation support experience is a plus, but not required
- Familiarity with HubSpot or similar CRM and customer support platforms is a plus, but not required
- Experience using AI-powered support tools or workflow automation is a plus, but not required
Job title
Job type
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Degree requirement
No Education Requirement
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