Technical Partner Support Specialist

Technical Partner Support Specialist Homesteaders Life Company - 4.1 West Des Moines, IA Job Details 22 hours ago Benefits Profit sharing Paid parental leave Paid holidays Disability insurance Health insurance Dental insurance Parental leave 401(k) matching Life insurance Qualifications Software issue identification Knowledge management Managing customer accounts Defect detection (quality control) Email customer support Defect resolution root cause analysis Technical support via phone Bug Tracking (Quality assurance practices) Bachelor's degree in communications Phone communication Bachelor's degree in business Bug Reporting (Quality assurance practices) Training material drafting Mid-level Incident Escalation User training (technical support) 3 years Managing clients in a customer support role Collaboration with product development teams Help files Bachelor's degree Issue tracking SaaS platforms Customer service knowledge base SaaS (as product category for technical sales engineers) Communications CRM system proficiency Root cause analysis Online help documentation Technical support via email

Full Job Description Description:

As a Technical Partner Support Specialist, you will serve as a dedicated resource supporting partners, funeral home customers, and agents using the company's digital platforms. Your role will include providing frontline technical support, resolving complex system issues, guiding users through workflows, and translating technical concepts into understandable guidance. You will work with a team to identify patterns, provide product feedback, and contribute to the continued improvement of digital tools, training, and communication.

Your responsibilities will include:

Provide technical and customer support via phone, chat, and email for agents, partners, and funeral home users. Guide users through system workflows, navigation, and best practices across portals and eApplications. Diagnose and resolve technical issues related to logins, access, usability, errors, integrations, and browser/device conflicts. Identify root causes of issues (user error, system defect, configuration, or integration issue). Reproduce issues, document steps, capture screenshots and error codes, and escalate defects to IT/Product teams. Act as a liaison between external users and internal technical teams, providing status updates through resolution. Identify recurring issues and friction points impacting user experience and adoption. Contribute to FAQs, training materials, and knowledge base documentation. Provide feedback to product and development teams to support platform enhancements and new features. Support the rollout and adoption of new tools, functionality, and system updates.

Requirements:

Bachelor's degree preferred in Business, Communications, or related field 3+ years of experience in customer service, customer success, account management, or technical support Experience supporting eApplication, CRM, and SaaS platforms preferred Experience working with agents, partners, or external clients strongly preferred

Pay and Benefits Summary:

Our benefits include: An excellent schedule - office closes at 1 p.m. every Friday Annual profit sharing 401(k) with company match with discretionary contribution Company-sponsored group medical and dental insurance Company-paid life insurance Company-paid long-term disability Hybrid work environment Paid holidays Generous vacation time and sick leave Paid parental leave Casual dress year-round

About Homesteaders:

Homesteaders Life Company, a mutual company owned by its policy holders, is a national leader providing products and services to help people design a better farewell. Founded in 1906, Homesteaders is known for secure preneed funding and innovative solutions that help funeral and end-of-life professionals and consumers connect with each other. We are currently in

AL, FL, GA, IA, IN, KS, LA, MI, MS, MT, NC, NE, OH, OK, PA, SC, TN, TX, UT, VA, WI, WV.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.