Employer: Benefitfocus
About Benefitfocus:
Benefitfocus (NASDAQ: BNFT) unifies the entire U.S. benefits industry on a single technology platform to protect consumers’ health, wealth, property, and lifestyle. With one out of fourteen Americans electing their employee benefits using our technology, and $49 billion of annual transactions taking place on our solution, we have the ability to ignite the entire ecosystem and have embarked upon a journey to evolve into a true platform company: connecting buyers with sellers. With fresh thinking and a view towards what’s next, we’re committed to evolving our platform to deliver a world-class consumer benefits experience that is powered by artificial intelligence and enables better decision making across the entire ecosystem.
Job Description:
The Customer Success Support (CSS) associate is responsible for the initial intake and triage of cases reported to us by our customers. You’ll be asked to deliver service that builds high-trust relationships with rapid turnaround time on issues. This role supports the CSM (Customer Success Manager) during day-to-day operations as well as during peak Open Enrollment season. You’ll work together to deliver first-in-class customer support, fulfill reporting needs, triage data, and track project progress. You’ll be an extension of your assigned CSM, helping them to drive desired outcomes while maximizing the value of the Benefitfocus solution.
Responsibilities:
- Maintain relationships with a portfolio of Employer and Carrier customers through all stages of the customer life cycle.
- Daily progress reporting of Open Enrollment activities for both Internal consumption, and External client facing partnerships.
- Customer interaction, primarily email with some phone support as needed, to answer questions and perform basic production support.
- Update existing platform configurations to ensure customer data is being processed and transmitted with high degrees of accuracy.
- Manage a high-volume case queue filled with inquiries both from customers and internal stakeholders alike.
- Perform basic data file triage when issues arise and file the appropriate engineering requests if supplemental support is needed.
- Troubleshoot sftp connection requests for customers transmitting data to Benefitfocus.
- Document and maintain a robust client contacts list.
- Other duties as assigned.
Required Education and Experience:
- B.S. or B.A. preferred
- Microsoft Office suite (Outlook, Word, Excel)
- ANSI 834 enrollment file knowledge a plus
- Customer facing skillset highly desired
- Industry experience highly preferred: Insurance, Benefits Administration, Benefits Consulting, SaaS, Healthcare, BPO
- Prior Salesforce experience a plus