AI-Insurance Support Analyst — Remote-Ready

Quandri; Vancouver; Remote; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Health benefits (LSPA)

Stock options

Four weeks of paid vacation per year

Work anywhere in the world for 60 days

Job summary

Quandri Technologies, Inc. is seeking a Support Analyst to be the first line of help for insurance brokerages using our AI-powered platform.

You’ll own customer issues from report to resolution, investigate and diagnose problems, and explain fixes clearly with empathy. You’ll collaborate with Customer Success, Implementation, Product and Engineering; translate feedback into bug reports and knowledge base articles; monitor bots, escalate incidents, and help shape how support works on a small,

Qualifications

• 3+ years direct experience in customer support.
• Strong understanding of AI and automation technologies.
• Based on the West Coast or ability to work standard working hours that may fall between the hours of 9am - 6pm PDT.
• Worked with a technically complex product.
• Technically curious with a desire to learn product function and new technologies.
• Possess a talent for investigating, troubleshooting, and resolving support inquiries.

Responsibilities

• Provide prompt and professional responses to customer inquiries ensuring the delivery of high-quality and timely support.
• Oversee the ticket management process, including establishing timelines, providing timely updates, and ensuring the closure of all tickets.
• Investigate, troubleshoot, and diagnose technical issues; effectively communicating solutions to customers in a clear and concise manner.
• Demonstrate empathy, patience, and a customer-centric approach in all interactions.
• Collaborate closely with multiple internal stakeholders, serving as a liaison to relay customer feedback and contribute suggestions for product enhancements or bug fixes.
• Monitor the performance of our customers’ bots to ensure they are operating efficiently and proactively escalating customer challenges.
• Take ownership of projects to help improve the support team, our overall customer service and cross-collaboration with internal stakeholders.

Skills

Customer support

AI & automation

US time zones

Technical product

Troubleshooting

Cross-functional collaboration

Job description

Quandri Technologies, Inc. is seeking a Support Analyst to be the first line of help for insurance brokerages using our AI-powered platform.

You’ll own customer issues from report to resolution, investigate and diagnose problems, and explain fixes clearly with empathy. You’ll collaborate with Customer Success, Implementation, Product and Engineering; translate feedback into bug reports and knowledge base articles; monitor bots, escalate incidents, and help shape how support works on a small,