Customer Support Specialist

Job Summary:
The Customer Support Specialist will be responsible for providing exceptional service to internal and external customers by addressing inquiries resolving issues communicating updates and outages and ensuring overall customer satisfaction for Chubb Worldview an online portal servicing Chubb Major Accounts customers. Reporting to Worldview Team Leader this role involves communicating via phone and email troubleshooting problems and maintaining accurate records of customer interactions. Additionally this role will assist in supporting the day-to-day operational activities associated with key systems within Major Accounts.

Key Responsibilities:

• Provide support to internal and external clients on a wide variety of possible issues with moderate to little supervision excellent problem-solving skills are a must.
• Identify and resolve customer issues efficiently and professionally. Respond promptly to customer inquiries via phone and email. Follow up with customers to ensure resolution and satisfaction.
• Help customers resolve and understand technical issues by providing explanations in a non-technical manner.
• Notice patterns and trends in application support issues and escalate issues as needed
• Track help desk statistics and create reports for management.
• Assist with creation of training and external marketing materials. Provide product and service information to customers.
• Provide system demos to internal and external customers.
• Assist with business requirements writing and reviews for new enhancements/updates
• Conduct user testing (UAT) and reviews for new enhancements/updates Including documenting testing and user guide materials and/or presentations.
• Contribute to team goals and support continuous improvement initiatives

• Bachelors degree or equivalent work experience
• The ideal applicant must have excellent customer service skills - respect for the customer proficiency at collecting relevant information excellent verbal and written communication skills strong conflict resolution skills and a sense of urgency when resolving issues.
• 1-2 years previous experience in help desk customer service or support role preferred.
• Insurance and technology knowledge preferred but not required.
• Proficient with Microsoft Office products (Word Excel PowerPoint etc.)
• Self-motivated.
• Exceptional attention to detail.
• Ability to effectively communicate across all business levels.
• Able to maintain high quality data standards in a fast-paced environment.
• Strong analytical troubleshooting problem-solving time management and multi-tasking skills.
• Develops new skills quickly while willing to accept new responsibilities as they arise.

Why Join Us

At Chubb we are committed to delivering exceptional service to our clients. As the Customer Experience Lead you will play a pivotal role in shaping the future of customer experience across Major Accounts driving innovation and creating lasting value for our clients. This is an exciting opportunity to work alongside industry leaders and make a meaningful impact in a dynamic fast-paced environment.