- Resolve client issues by responding to inquiries and leveraging research and internal systems to identify solutions.
- Triage client tickets and inquiries (email and voicemail) within 24 hours while maintaining ownership through resolution.
- Support and provide technical guidance during the implementation of new client benefits websites.
- Maintain and update client sites, including benefit class matrices, requirements documentation, rates, permissions, and field options.
- Perform quality assurance testing on client sites and track issue resolution.
- Manage workflows related to the setup and ongoing maintenance of carrier and payroll feeds.
- Prepare and deliver technical and product presentations, demonstrations, and trainings for clients.
- Identify and drive continuous process improvements and operational efficiencies.
- Coach and mentor team members and assist with sales and marketing activities as needed.
Project ManagementMicrosoft ExcelQuality Assurance+1 more