[Hiring] Customer Support Representative @Sedgwick

Role Description

The Customer Support Specialist provides responsive, high-quality support to customers, auditors, and internal partners by resolving inquiries, maintaining expert knowledge of BillReview IQ applications, and ensuring accurate issue tracking and timely resolution while contributing to continuous improvement efforts.

• Serves as a contact to assist customers, auditors, and customer success, handling inquiries and ensuring a consistently positive and professional experience.
• Learns and maintains expert-level knowledge of BillReview IQ’s software applications and stays current with system updates and changes.
• Responds promptly to incoming customer calls while actively logged into the phone system during scheduled hours.
• Tracks, manages, and resolves customer issues within defined timelines, ensuring timely follow-up and resolution.
• Builds and nurtures strong relationships with internal and external users to foster trust and long-term engagement.
• Identifies and documents software defects or change requests, collaborating with senior members of the team to log and escalate through tracking software.
• Records customer interactions accurately, troubleshooting steps, and resolution processes using the designated CRM system.
• Analyzes recurring issues to identify root causes and contribute to continuous improvement efforts.
• Be available to work one late shift (11:00 AM – 8:00 PM) per week.

Qualifications

• High school diploma or GED required OR Bachelor's degree from an accredited college or university preferred.
• One (1) year of customer service in technical support, helpdesk, or related role required, or equivalent combination of education and experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a customer-first mindset.
• Demonstrated ability to troubleshoot and support users of software applications.
• Solid understanding of basic computer functions, including the ability to guide users through technical processes.
• Strong organizational, time management, and multitasking skills in a fast-paced environment.
• Analytical and problem-solving abilities with attention to detail.
• Ability to research solutions, retain information, and effectively utilize available tools and resources.
• Proficiency with Microsoft Office products and general PC applications.
• Ability to work independently and collaboratively in a team environment.
• Adaptable, resourceful, and flexible approach to work.
• Ability to meet or exceed performance competencies.

Requirements

• Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion.
• Ability to handle work-related stress and multiple priorities simultaneously.
• Ability to meet deadlines.
• Computer keyboarding; travel as required.
• Hearing, vision, and talking.

Benefits

• Comprehensive benefits package including medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.