Product Support Assistant at Incourage

Duties and Responsibilities

• On-App Training: Conduct training sessions for ALs, Agents, and Branch Consultants, ensuring they understand how to use the app effectively.
• Issue Resolution: Serve as the first line of support for app-related questions, troubleshooting, and resolving issues quickly.
• Facilitate the onboarding process for Insurance agencies and Agency Leaders onto the app.
• Strategically maintain and enhance business relationships with branches.
• Feedback Collection: Gather feedback from users to identify potential app improvements and communicate with the development team.
• Documentation: Create and maintain training materials, guides, and FAQs to assist app users.
• Collaboration: Work closely with the Product team,, and customer service teams to ensure seamless user experience.

Note: This job description outlines primary responsibilities and reflects the proactive approach expected from team members. Additional duties may be assigned as required to meet organizational needs.

Requirements for the role

• A bachelor's degree in business, finance, insurance, marketing, or a related field is preferred.
• Experience in product support, customer service, or training.
• Ability to troubleshoot technical issues and find quick solutions.
• Demonstrate a strong passion for enhancing customer experience.
• Exhibit enthusiasm for collaborative efforts in improving the application.
• A solid understanding of the insurance industry, including different types of insurance products, coverage options, and basic principles of risk management.
• Previous experience in customer service, account management, or a related field is preferred. Experience in the insurance industry is necessary.
• Strong communication skills, both written and verbal, are crucial. The ability to analyze and solve problems efficiently.
• A customer-centric mindset with a genuine commitment to providing excellent service.
• Strong organizational skills to manage client portfolios, track communications, and ensure that policy renewals and other deadlines are met.
• Familiarity with customer relationship management (CRM) software and other relevant tools used in the insurance industry.
• Familiarity with mobile apps and a strong understanding of onboarding processes.
• The ability to adapt to changes in the insurance landscape, including policy updates, industry trends, and regulatory changes.