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Level 1 Support Specialist


Company Background:

Founded in 2013 by industry veterans, Aureus Analytics is the Customer Intelligence & Experience company that enables insurers to deliver superior customer experience leading to more excellent customer retention, loyalty, and lifetime value. Our proprietary algorithm Sentimeter® uses deep text analytics and AI to measure the customer experience in real-time for all policyholders. We do this by leveraging AI & Machine learning technologies and delivering actionable insights in Natural Language at the point of decision.

Headquartered in Singapore and having its operations in Mumbai, India, and Hartford, Connecticut, Aureus helps its clients deliver the best customer experience through “Explicit Response + Implicit Response.” Over 60 million policies have been processed through CRUX, which provides a Sentimeter® Score of the customer by using structured and unstructured data. With a dedicated team of SMEs, Data Science, and technology, Aureus focuses extensively on providing the best solutions in the areas of Retention, Cross-Sell, NPS, Claims & Fraud, tapping the mid-market insurance sector in India and the US.

Position Overview:

We are looking for a Level 1 Support Specialist who will work extensively with Business and Technical Support teams. The candidate must be comfortable working in the US time zone.

Qualifications and Experience:

  • Coordinate between Customer Success Manager and Support Team in India for resolution of trouble tickets
  • Maintain a knowledge base in Confluence of known issues and resolutions
  • Maintain adherence to pre-defined processes and workflows
  • Release coordination of new features (functional)
  • Conduct training for new users
  • Record help videos

Role & Responsibilities:

  • Excellent written and oral communication skills in English
  • Proficient in Microsoft suite (Word, Excel, and PowerPoint)
  • Experience in working with collaboration tools such as Jira and Confluence
  • Exposure to the US Insurance industry is desirable

Interested? Apply now!