Agent Support Specialist

About the role

The person in this role would be able to be located in Grand Rapids, Lansing, or Detroit. Responsible for providing technical education, support, and troubleshooting to agent partners on all self-service tools and the agent portal.

Responsibilities

• Act as a power‑user of Blue Cross OneSource, the portal, eMVP, eMCS, Callidus, eBookshelf and all other tools used by the agent community.
• Provide training and education on a scheduled and as‑needed basis to the agent community on all agent self‑service tools (BCOS, agent portal, eMVP, eMCS, Callidus, eBookshelf, etc.).
• Provide feedback to the technical team on user issues, defects, etc.; create one‑pagers and job aids to support learning and retention.
• Interface with technical teams to provide user‑experience feedback, assist on development and deployment of improvements to user tools, and update portal content.
• Manage and respond to inquiries in the department’s mailbox; ensure follow‑through with other areas.
• Participate in coordination of agent self‑service tool education efforts between the sales team, SLD, agent engagement, and other internal stakeholders.

Qualifications

• Bachelor’s Degree required.
• Minimum of three (3) years of experience in technical support, customer relations, agent relations, account management, or similar fields.
• Strong ability to build and maintain relationships with both internal and external customers.
• Strong technical and system experience.
• Ability to troubleshoot basic technical difficulties and guide the user to resolution.
• Excellent communication skills, written and verbal.
• Understanding of insurance and benefits.