Licensing and Contracting Software Support Specialist

SuranceBay is a software company formed in 2009. We provide software solutions to the insurance industry. We primarily work with insurance agencies and insurance companies. We are currently hiring.
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Licensing and Contracting Software Support Specialist


This role is responsible for providing effective customer service for all internal and external customers by using excellent, in depth knowledge of company software products and programs as well as communicating effectively with team members within the company’s Support Team.

Essential Functions:

  • Provide timely and accurate information to incoming customer calls and support tickets.
  • Supporting existing users related to utilizing our software properly.
  • Troubleshoot and calmly work with end users via phone & remote screen sharing.
  • Patiently assist users with processing contracting paperwork for their agents through multiple insurance companies.
  • Escalate problems to appropriate individuals within the SuranceBay team.
  • Effectively manage large amounts of incoming support calls.
  • Act as Tier One Support contact to deal with product issues/questions.
  • Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and calmly explaining the best solution to solve the problem; expediting correction or adjustment.
  • Provides timely feedback to the company regarding service failures or customer concerns.
  • Versatile attitude with the ability to work within a small team.


  • Customer/Client Focused
  • Problem Solving/Analysis
  • Technical Capacity
  • Phone Skills
  • Time Management
  • Communication Proficiency
  • Stress Tolerance/Patience
  • Teamwork Oriented
  • Industry Knowledge
  • Documentation Skills


  • Insurance industry experience (ideally within Licensing and Contracting).
  • Proven customer support experience.
  • Strong phone and e-mail contact handling skills
  • Ability to multi-task, prioritize and manage time effectively.
  • Ability to easily adapt to changing work situations.
  • A quiet home work space with fast, reliable internet.

Position Type and Expected Hours of Work:

This is a full time, work-from-home position.
Days and hours of work:
Monday through Thursday: 8:30AM to 5:30pm
Friday: 8:30AM to 4:00PM

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.

Preferred Education and Experience:

  • Licensing and Contracting experience preferred.
  • Proven customer service experience.
  • Computer/software experience.
  • Insurance industry experience is strongly desired.

Position Details:

  • Salary based on work experience
  • Benefits: Medical, Dental, Vision and Life Insurance after 60 days of employment
  • Paid vacation and sick time after 90 days of employment.
  • 10 paid holidays per year
  • SIMPLE IRA with company match

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Equal Opportunity Employer

SuranceBay is an Equal Opportunity Employer.
We are committed to equal treatment of all employees without regard to race, national origin, religion, gender, age, sexual orientation, veteran status, physical or mental disability or other basis protected by law.