Senior Benefits Support Analyst
$44,500–$89,000 year
On-siteToronto, Ontario, Canada
Job Summary
Investigate and resolve client inquiries via phone, email, or ticketing system, taking ownership of sensitive escalated matters. Analyze complex issues by researching root causes and testing hypotheses to identify effective solutions under SLA pressure. Troubleshoot problems systematically while diagnosing the client's business context and providing expert guidance. Respond with strict SLA discipline by prioritizing tasks, managing escalations, and ensuring quality control. Partner with clients as their voice, acting as the liaison between the client and internal support, configuration, and implementation teams. Support system transitions by assisting during platform updates, troubleshooting adoption challenges, and ensuring smooth transitions. Build institutional knowledge by documenting lessons learned, creating Q&A resources, and sharing knowledge with the team. Share expertise by supporting junior team members through mentoring and collaborative problem-solving. Drive process improvements by recognizing business inefficiencies and recommending changes to streamline client experiences. Perform occasional after-hours business systems testing as needed.
Required Qualifications
- 3+ years of benefits administration, client support, or SaaS support experience
- deep, hands-on knowledge of benefits operations, client administration challenges, or similar support environments
- Exceptional analytical and troubleshooting skills
- Self-directed and proactive
- Ability to manage pressure and competing priorities
- Excellent written and verbal communication skills
- Strong teamwork and collaboration
- Strong organizational and multitasking skills
- Proficiency with current technology tools
- Post-secondary education in business, health administration, IT, or equivalent professional experience
Desired Qualifications
- SaaS support experience
- Experience with Microsoft SQL scripts or other database query languages
- Knowledge of healthcare benefits regulations or compliance requirements
- Experience with benefits administration software platforms
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