Technical Customer Support

About the Role: We are looking for a dynamic and experienced Technical Support Executive to join our growing team in the Insurtech space. The ideal candidate will have 1-2 years of proven experience providing client support in a SaaS or insurance technology environment. You must have excellent problem-solving skills, strong communication abilities, and a deep understanding of client service delivery in a tech-driven ecosystem. Key Responsibilities: Provide timely and effective support to clients via email, chat, and calls. Troubleshoot and resolve customer issues related to platform functionality, integrations, data sync, and configuration. Collaborate with product and engineering teams to escalate and resolve complex technical issues. Maintain detailed records of customer interactions and ensure follow-ups are completed. Conduct onboarding and training sessions for new clients to ensure smooth platform adoption. Identify recurring issues and contribute to the development of knowledge base articles and internal documentation. Actively monitor support tickets to ensure SLAs are met. Gather feedback from clients and provide actionable insights to the product team. Required Skills and Experience: Strong problem-solving skills and a proactive attitude toward resolving client concerns Familiarity with insurance workflows, CRMs, policy management systems, or integration tools. Experience using support platforms such as Zendesk, Freshdesk, Intercom, or similar tools. Excellent verbal and written communication skills. Ability to work in a fast-paced environment and manage multiple priorities. Nice to Have: Exposure to tools like Salesforce, AMS360, Epic, or other agency management systems. Knowledge of APIs, webhooks, and third-party integrations. Experience working with cross-functional teams (Product, Dev, QA). .