Customer Operations Specialist - Enterprise Market

Employment Type: Full-time

Position Overview

The Customer Operations Specialist for the Enterprise Market is responsible for responding to customer product inquiries via telephone, email, or Salesforce case management. This role involves resolving customer concerns related to installation, operation, maintenance, or product application and compatibility. Strong interpersonal skills and technical product knowledge are critical for daily customer-centric activities. The specialist will troubleshoot software application problems, recommend corrective actions, and document customer information and recurring technical issues to support product quality and development.

Responsibilities

• Respond to customer product inquiries via telephone, email, or Salesforce case management.
• Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.
• Troubleshoot problems with software applications and recommend corrective actions.
• Document customer information and recurring technical issues to support product quality programs and product development.
• Share best practices to facilitate team growth.
• Perform research and resolution for configuration, payroll, and EDI matters independently.
• Execute the Annual OE configuration project, including data preparation, configuration, onsite testing, and file readiness.
• Complete research and resolution across multiple departments with minimal management escalation, adhering to team standards.
• Demonstrate extensive knowledge of business standards.
• Utilize strong communication knowledge and possess appropriate soft skills for ongoing relationship management.
• Perform additional responsibilities as required.

Requirements

• B.S. or B.A. required.
• 3-5 years of experience in data analysis, account management, or technical customer support-related roles.
• Industry knowledge and experience is a plus in: Insurance, Benefits Administration, SaaS, Healthcare.
• Strong proficiency in Microsoft Excel.
• Experience with HTML, basic SQL, or report creation is desired.

Company Information

Together, we fight for everyone’s opportunity for a better financial future. We believe that every individual and community deserves access to financial opportunities and are determined to support them in reaching a better financial future. Voya is committed to a work environment where differences are understood, valued, and intentionally pursued. We believe our employees own our culture and are responsible for fostering an environment where everyone feels comfortable bringing their whole selves to work.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now!

Compensation & Benefits

Voya is committed to pay that’s fair and equitable, offering comparable pay for comparable roles and responsibilities.

• Salary: The annual base salary range for this position is provided below. Actual compensation may vary based on geographic location, work experience, education, licensure requirements, and skill level.
• Incentives: In addition to base salary, Voya may offer incentive opportunities (e.g., annual cash incentives, sales incentives, long-term incentives) based on the role to reward the achievement of annual performance objectives.

(Note: Specific salary range and location details are not provided in the original text but would typically be included here.)

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