Client Support Analyst (834)

About Employee Navigator 

Employee Navigator is a rapidly growing and profitable $100M+ ARR SaaS insurance & HR technology company that works with the nation’s leading insurance carriers, payroll companies & insurance brokers. Our products are designed to make it easier for our customers to manage the complexity of employee benefits & HR including benefits administration, employee onboarding and much more. Employee Navigator is the dominant broker-centric benefits administration and HR platform in the US serving over 175,000 companies.   

We’ve been recognized as one of The Washington Post’s Top Workplaces for eight consecutive years — and in 2025, we proudly earned our first Top Workplace award in Salt Lake City in our very first year of eligibility. Join us to help carry on our award-winning culture and be part of building something new and meaningful here!

About the Role

The Client Support Analyst will deliver a world-class experience to our customers. The Client Software team is responsible for guiding our broker clients through key moments of their customer journey, and shares expertise to help all our users become Employee Navigator experts. As a Support Analyst, you will be responsible for helping resolve some of the more complex issues based on your expertise with Employee Navigator’s platform.

Here’s what you’ll do day-to-day:

• Serve as subject matter expert for 834 under the Employee Navigator platform.
• Research and resolve inquiries escalated to Tier 2 in a timely manner   
• Provide daily coaching to Specialists, as needed  
• Discuss integrations with customers  
• Advise customers on new features and how the users can use the software more efficiently in their day-to-day operations  
• Act as liaison between Support and Product Management  
• Consistently completes weekly audits of resolved tickets 
• Create and maintain departmental documentation such as Wiki and training materials  
• Assist in updating AI textbooks, as designated 
• Support scheduled calls with customers 
• Work on special projects where needed 
• Conduct training sessions for new hires and existing employees  

 

Here’s What You’ll Need:

• EN required tenure: Must be employed at Employee Navigator a minimum of 6 months as a Senior Support Specialist 
• Domain Knowledge: Benefit certification 
• Overall job performance/works hard 
• Demonstrates common sense 
• Reliable 
• Trustworthy 
• Asks questions 
• Quick learner (does not need much repetition) 
• Is meticulous when it comes to documentation 
• Cares to do a good job 
• Consistently being in the top 20% of calls taken and tickets solved 
• Desire to produce high quality results because they want to do the right thing for the customer and other staff members 
• Carries the torch when it comes to department and company initiatives