Customer Support Specialist

Job Role:

This role is well suited for someone who is curious, organized, and calm under pressure. The successful candidate can translate a customer's business problem into a well-documented technical issue, resolve questions within the support team's scope, and coordinate effectively with Product, Engineering, Quality Assurance, and other teams when deeper investigation is required.

The person in this role will:

• Provide responsive, accurate, and empathetic support through approved customer support channels
  
• Troubleshoot Nexsure accounting questions and system issues using a disciplined, evidence-based approach
  
• Maintain clear case ownership, status updates, documentation, and follow-through until resolution
  
• Help customers use Nexsure accounting functionality effectively through guidance, training, and reference materials
  
• Identify recurring issues and opportunities to improve the product, support content, and customer experience.
  

Customer Support and Case Ownership

• Receive, assess, prioritize, and manage customer requests in accordance with established service-level expectations and escalation procedures.
  
• Maintain complete case records, including steps to reproduce, screenshots or supporting files, expected and actual results, environment details, troubleshooting performed, resolution, and customer confirmation when appropriate.
  
• Provide timely updates that set expectations, explain the next steps, and identify any information needed from the customer.
  
• Use approved AI and support tools responsibly to accelerate research, summarize case history, improve documentation, and identify trends while protecting customer and company data.
  
• Own the customer experience through resolution, including cases that require coordination with another team.
  

Accounting and Product Support

• Develop strong proficiency in Nexsure features and workflows, with emphasis on agency accounting, including receivables, payables, commissions, direct bill, agency bill, reconciliation, reporting, and period-end activities.
  
• Learn and maintain a broad working knowledge of the overall Nexsure product to effectively support non-accounting, system-wide questions, workflows, and issues when needed.
  
• Analyze customer configurations, transactions, workflows, and supporting documentation to isolate the likely cause of an issue.
  
• Guide customers on correct product use and documented accounting practices without providing accounting, tax, or legal advice.
  
• Validate proposed resolutions or workarounds before communicating them to customers and document any limitations or follow-up actions.
  

Cross Functional Collaboration

• Partner with Product, Engineering, Quality Assurance, etc. to resolve complex issues and keep customers informed.
  
• Distinguish product questions, configuration needs, defects, service requests, and enhancement requests, so work is routed and reported accurately.
  
• Participate in incident response and post-incident follow-up as assigned, including customer communication and validation of restored service.
  
• Contribute to team knowledge-sharing, case reviews, release readiness, and ongoing product training.
  

• At least three years of experience in customer support, help desk, software support, insurance operations, or a related customer-facing role
  
• Working knowledge of accounting principles and practical experience with accounting workflows; property and casualty insurance agency accounting experience strongly preferred
  
• Experience supporting business software or SaaS applications and learning complex workflows
  
• Strong analytical and troubleshooting skills, including the ability to break complex issues into testable components
  
• Clear, professional written and verbal communication skills, including the ability to explain technical or accounting concepts to different audiences
  
• Strong listening, organization, time management, and prioritization skills
  
• Ability to work independently while collaborating effectively across a distributed, cross-functional team
  
• Sound judgment when handling confidential customer, financial, and company information
  
• Proficiency with Windows and Microsoft 365 applications
  

• Experience with Nexsure or another agency management system
  
• Experience with Jira and Jira Service Management (JSM) or a comparable ticketing platform
  
• Experience with software defect lifecycle, incident management, release validation, or user acceptance testing
  
• Experience creating knowledge articles, operating instructions, training sessions, or short instructional videos
  
• An associate or bachelor's degree in accounting, business, computer science, information systems, or a related field; equivalent practical experience will also be considered
  
• Relevant insurance, accounting, customer support, or technology certification