• Provide remote software support for new and existing agency and carrier customers. • Create and update technical support materials on company support website. • Provide Tier One Support responding to product issues/questions. • Provide timely and accurate information to incoming customer calls and support tickets. • Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements • Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team. • Escalate problems to appropriate individuals within the SuranceBay team. • Provide timely feedback to the company regarding service failures or customer concerns. • Versatile attitude with the ability to work independently within a small team.