Role in brief
Zinnia, a technology platform for life and annuities, is hiring a Client Support Lead. This role involves managing client issues, coordinating with internal teams for resolutions, and mentoring support staff. It suits experienced professionals with a background in systems or quantitative analysis and expertise in SQL and network environments.
About the role
This position focuses on leading the resolution of client-reported issues, particularly those affecting production systems. The work involves taking direct ownership of problems, coordinating with various internal teams to ensure timely solutions, and providing regular updates on incident status. A key aspect is documenting the business impact of issues and the steps taken to resolve them.
The Client Support Lead is also responsible for team development. This includes mentoring colleagues to foster continuous improvement and establishing best practices, standards, and policies for the support team. The role requires assisting with research and investigation of escalated production issues, contributing to a robust and efficient support operation.
Success in this role means effectively driving the resolution of complex client issues, ensuring clear communication throughout the process, and elevating the capabilities of the support team. It involves applying expert knowledge of SQL, client/server, and network environments to diagnose and address problems, ultimately enhancing client satisfaction and operational efficiency.
The salary for this role ranges from $100,000 to $204,500 annually.
Skills that matter here
- SQL: Expert knowledge of SQL is required for investigating and resolving production issues.
- client/server: Expert understanding of client/server environments is necessary for diagnosing system problems.
- network environments: Expertise in network environments is crucial for troubleshooting and resolving technical issues.
- Microsoft Excel: Advanced proficiency in Microsoft Excel is expected for various analytical and reporting tasks.
- Microsoft Word: Advanced proficiency in Microsoft Word is expected for documentation and communication.
Who this role suits
- Someone with 7-10 years of experience in systems or quantitative analysis.
- A person who excels at leading and mentoring colleagues.
- An individual with expert-level knowledge of the Annuity and Life Insurance industry.
- A professional who can effectively coordinate with multiple internal stakeholders to drive issue resolution.
From the employer
- Take ownership of clients issues and coordinate with internal stakeholders for timely resolutions.
- Mentor teammates to ensure constant improvement.
- Develop best practices, standards, and policies for the team.
- Drive resolution of production issues.
- Assist in research and investigation of escalated production issues.
- Track incidents through completion while providing regular updates.
- Document business impact and resolution steps.
- Bachelor's degree in Computer Information Systems, Business Administration, or related field; or equivalent work experience.
- Expert knowledge of SQL, client/server, and network environments.
- Advanced Microsoft PC software experience.
- Excellent communication skills.
- Proven ability to lead and mentor teammates.
- 7-10 years work experience in systems or quantitative analysis.
- Expert level Annuity and Life Insurance industry-related knowledge.
- Excellent career progression and competitive compensation.
- Health/dental insurance, parental leave, 401(k), incentive/bonus opportunity.
- Tuition reimbursement.
- Collaboration with smart, creative professionals.
- Equal Opportunity employer committed to a diverse workforce.
Questions about this role
What is the remote work policy for this role?
This is a fully remote position.
What level of seniority is this position?
This is a lead-level position.
What are the core technical skills required for this role?
The role requires expert knowledge of SQL, client/server, and network environments, along with advanced Microsoft PC software experience.