Customer Support Representative

By joining Sedgwick , you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Customer Support Representative PRIMARY PURPOSE : The Customer Support Specialist provides responsive, high-quality support to customers, auditors, and internal partners by resolving inquiries, maintaining expert knowledge of BillReview IQ applications, and ensuring accurate issue tracking and timely resolution while contributing to continuous improvement efforts. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Serves as a contact to assist customers, auditors, and customer success, handing inquiries and ensuring a consistently positive and professional experience. Learns and maintains expert-level knowledge of BillReview IQ’s software applications and stay current with system updates and changes. Responds promptly to incoming customer calls while actively logged into the phone system during scheduled hours. Tracks, manages, and resolves customer issues within defined timelines, ensuring timely follow-up and resolution. Builds and nurtures strong relationships with internal and external users to foster trust and long-term engagement. Identifies and document software defects or change requests, collaborating with senior members of team to log and escalate though tracking software. Records customer interactions accurately, troubleshooting steps, and resolution processes using the designated CRM system. Analyzes recurring issues to identify root causes and contribute to continuous improvement efforts. Be available to work one late shift (11:00 AM – 8:00 PM) per week. ADDITIONAL FUNCT