Are you ready to drive results and define an industry? Join us as a Customer Success Specialist/ops, Life Insurance! Based in Remote , this position puts you in a prime location for professional and personal growth. This position requires a strong and diverse skillset in relevant areas to drive success. We are prepared to offer a competitive salary to attract a top-tier candidate for this role.   CUSTO012363_3 About Us... Fieldtech is a joint venture with NFP Corp. Fieldtech is building the new operating system for financial representatives selling insurance. We replace the existing complex web of 4-7 technical solutions with a cohesive, process-oriented platform that automates manual workflows and empowers team members to focus on what they do best. We are at the beginning of our journey in reinventing the Operating System that drives $50B+ of annual revenue and in doing so, bringing insurance services into the 21st century to help bolster financial security for the nearly 40M US households who donÂt have sufficient coverage to thrive in times of hardship. NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: WhatÂs the opportunity? Fieldtech was developed by a leading team of insurance and financial service executives and is already used by one of the nationÂs premier financial planning and advisory firms in the US. We have received a significant capital commitment from a strategic capital partner and as a result, are positioned with the capital, horsepower, and strategic relationships to move quickly to modernize an antiquated industry that is particularly slow to evolve. If you are energized by turning complex, labor-intensive workflows into elegant and modern technical solutions  we want you on our team. Job Summary The Customer Support Analyst (specialist/operations) will be the first point of contact for our clients who need technical assistance and guidance. This is NOT an IT/Help Desk role though having a technical acuity is required. You will use your communication and problem-solving skills to resolve customer issues, troubleshoot software problems, and ensure customer satisfaction. You will also document and track customer cases, escalate complex issues, provide feedback and suggestions, and stay updated on product features and best practices. We offer the flexibility of a remote role, for experienced hires, while working on an EST or CST workday schedule. Essential Duties And Responsibilities  Respond to customer inquiries in a timely and professional manner  Identify, diagnose, and resolve technical issues related to our product using various tools and methods  Document and track customer cases using our ticketing system, Zendesk, and follow up on the resolution status  Escalate complex issues to the appropriate team or department and collaborate with them to provide solutions  Provide feedback and suggestions to improve our products and services based on customer needs and expectations  Document user issues, resolutions, troubleshooting steps, and expected behavior in a comprehensive and organized manner, ensuring accurate and up-to-date records for future reference  Participate in refinement of bugs and user stories to ensure the customer's needs are represented  Manages the onboarding of new users  Plays a critical role during the release process, testing all new features and fixes, performing smoke tests and communicating release notes across the company  Stay updated on product features, updates, and best practices and share them with customers and colleagues  Conduct user training sessions and workshops to educate users on best practices, new features, and system updates, ensuring users are proficient in utilizing the organization's technology tools  Create and maintains customer training materials including videos and one-pagers  Partners closely with CSM to prioritize projects/issues/customer roadmap  Build and master Customer Success playbooks relating to ticket management, client communication, escalations and problem solving.  Owns and manages individual KPIs to ensure SLAs are met  Responsible for training new FieldTech employees on the product Knowledge, Skills And Abilities  Excellent communication and interpersonal skills, with the ability to explain technical concepts in a clear and simple manner  Experience handling customer inquiries and collaborating with technical stakeholders  Strong problem-solving and analytical skills, with the ability to troubleshoot, resolve and document technical issues efficiently and effectively  Highly detail-oriented and organized with the ability to effectively prioritize and multi-task  Agility  ability to adapt to shift in priorities Education And/or Experience  Familiarity with CRM systems, ticketing tools, and remote support software, such as Zendesk  Previous experience in insurance software is a huge plus  2+ years of experience in business operations, administration, or a similar role  Technology support and troubleshooting is preferred  College degree or advanced learning preferred. HS Diploma or equivalent is required What We Offer  An opportunity to change the life insurance landscape  An unparalleled opportunity to build something new, with lasting value, and create a working environment that helps individuals thrive professionally and personally  A culture that promotes great relationships both inside and outside the office  Highly competitive salary and benefits NFP, an Aon company is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $55,00 - $70,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. The actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives. NFP and You... Better Together! NFP is an inclusive Equal Employment Opportunity employer Apply Job!  Take the Next Step Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.