Assoc. Client Support Analyst

As an Application Support Specialist at Zinnia, you will play a crucial role in supporting clients across North America and Canada by addressing inquiries and resolving issues related to our SaaS-based applications. Key Responsibilities: - Serve as the primary point of contact for troubleshooting any application issues over e-mail, telephone, and remote access. - Maintain a log of all troubleshooting steps and track open tickets. - Train customers and peers on the use and support of our products. - Communicate and resolve customer support issues in a timely manner. - Investigate users" problems and develop solutions to complex issues. - Relay all comments and suggestions from customers to the product development team. - Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams. - Undertake regular training in both technical and interpersonal areas to facilitate best practice problem resolution. - Stay updated with new technology and methods. Qualifications Required: - 2-3 years of experience in application support or information technology involving technical knowledge of the company's products and services. - Proficiency in the use of a variety of web browsers (Chrome, Edge, Firefox, Safari). - Advanced knowledge of Microsoft Office applications (Word, Excel, Outlook). - Ability to communicate technical information to non-technical clients. - Strong verbal and written communication skills. - Self-motivated, good organizational skills, team player, and ability to take initiative. - Willingness to work after normal business hours to provide extended support services to clients worldwide. Preferred Skills: - Previous work experience providing software or any other technical support by phone to clients based in the USA/Canada. Desired Skills: - Knowledge of Agency Commissions structure and Insurance Industry of the USA with a background as a trainer/coach. Education: A Bachelor's Degree in any stream.,