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Job ID :
102710
Location :
Chicago, IL US
Level :
Experienced Professional
Job Category :
Information Technology
Description :

Arity is a technology company founded by The Allstate Corporation focused on making transportation safer, smarter and more useful for everyone. We collect and analyze massive amounts of data to help our partners better predict risk and understand how people move. The Arity Platform is built on billions of miles of historical driving data with more than one million active telematics connections and 10+ years of data directly from cars.


Intro

Arity is a new technology company that uses advanced predictive analytics to help partners evaluate risk and make sense of everyday experiences. Our proprietary algorithms analyze billions of data points, distilling the flood of information into simple, actionable insights. Chief among these is the Arity Driving Score, which models billions of miles of driving and claims data to assess risk, gauging each driver’s likelihood of an event.

 

 

Founded by The Allstate Corporation, an organization synonymous with protection and preparation, Arity is born from a long-standing commitment to deep customer understanding and future-focused innovation. Fueled by the curiosity of a startup, our expertise begins with connected car, providing applied insights that meet insurer and transportation/mobility company needs and enhance driver safety, connectivity and value.

 

Arity’s customers are our cornerstone.  The Arity Customer Support Liaison engages directly and consistently with customers and needs to have a passion for assisting others with a desire to resolve inquires and problems.  The Support Liaison will also be an avid listener, strong communicator and have a passion to investigate and resolve inquiries.

 

The Support Liaison is responsible for ensuring that Arity customers have an outstanding customer support experience.  The support liaison is a critical role in that this person is often the first point of contact Customers have with Arity.  This person should have a passion for problem solving and working with customers.  The Support Liaison must have strong communication, analysis, facilitation and management skills, an interest in drilling into issues and ensure resolution and closure of the issues.   Additionally, this person needs to be able to integrate into the line of business he/she is assigned to support and fully understand the depth and breadth of the product offerings to effectively support customers.     

Job Description

 

The Support Liaison is responsible for ensuring that Arity customers have an outstanding customer support experience.  The support liaison is a critical role in that this person is often the first point of contact Customers have with Arity.  This person should have a passion for problem solving and working with customers.  The Support Liaison must have strong communication, analysis, facilitation and management skills, an interest in drilling into issues and ensure resolution and closure of the issues.   Additionally, this person needs to be able to integrate into the line of business he/she is assigned to support and fully understand the depth and breadth of the product offerings to effectively support customers

 

Responsibilities

  • Ability to understand the Software as a Service business model and drill into understanding product strategy and intended use of products.
  • Handle at least 2-3 customer caseloads with daily monitoring, triage and prioritization, which includes review, escalation and coordination across Arity’s product teams, and assessment of quality of impact and severity.
  • Partnership with a technical support analyst to perform review, prioritization and resolution of cases, which includes root cause analysis and identification of Incident/case trends/themes to understand customer impacts and emerging issues
  • Serves as a team leader coaching and mentor more junior liaisons.
  • Partnership with the product and data quality teams to ensure relevant issues are incorporated and prioritized into backlogs.
  • Be aware and communicate upcoming product changes/releases to customer success management, dependent Product teams and Arity leaders.
  • Assist the product and support teams in communicating issues within the relevant team and across Arity.
  • Assist Product Managers to coordinate product deployment validations activities and establish monitoring solutions and monitoring roles/responsibilities.
  • Establish and communicate Product operating/performance metrics, key performance indicators and service levels.
  • Establish and document support procedures relative to on-call schedule, response groups, support communication channels, escalation procedures, training material, set up of emergency notification procedures in coordination with the product teams.

Job Qualifications

 

Requirements

  • 3-5 years of seasoned work experience in production support and customer facing roles required
  • Exceptional inter-personal and customer service skills required
  • Strong problem-solving skills required
  • Advanced Microsoft Excel Skills - Lookups, Pivot Tables, Charts, Statistics required
  • Ability to work in a very fast-moving environment required
  • Highly motivated to work in a fast-paced environment required
  • High initiative in working through difficult problems and obstacles required
  • Ability to work independently and prioritize work and actions accordingly required
  • Ability to understand customer feedback and share/socialize with the appropriate internal stakeholders required
  • Self-starter and results driven with proven ability of driving and enabling customer success with internal and external parties required
  • Basic understanding of rapid software development and Phone application methodologies required
  • Experience in Auto Insurance and Telematics a plus
  • SaaS experience a plus


The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.

Good Work. Good Life. Good Hands®.

As a Fortune 100 company and industry leader, we provide a competitive salary – but that’s just the beginning. Our Total Rewards package also offers benefits like tuition assistance, medical and dental insurance, as well as a robust pension and 401(k). Plus, you’ll have access to a wide variety of programs to help you balance your work and personal life -- including a generous paid time off policy.

Learn more about life at Allstate. Connect with us on Twitter, Facebook, Instagram and LinkedIn or watch a video.



Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the policy of Allstate to employ the best qualified individuals available for all jobs without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity/gender expression, disability, and citizenship status as a veteran with a disability or veteran of the Vietnam Era.

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