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Community Operations Specialist

Job type:
Full-time
Region:
Europe Middle East Africa
Location:
Dublin, Ireland
Category:
Technical Support

Community Operations Specialist

Guidewire Software

Guidewire exists to deliver the industry platform that P&C insurers rely upon to adapt and succeed in a time of accelerating change—and to ensure that every customer succeeds in the journey. We provide the software, services, and partner ecosystem to enable our customers to run, differentiate, and grow their business.

Guidewire InsurancePlatform is the P&C industry platform that unifies software, services, and partner ecosystem to power our customers’ business. InsurancePlatform provides the standard upon which insurers can engage their customers, optimize their operations, drive smart decisions, and innovate quickly. We are privileged to serve more than 350 P&C insurers in 32 countries. We invest heavily in R&D to build a technology platform that combines three elements—core processing, data and analytics, and digital engagement—to enhance insurers’ ability to engage and empower their customers and employees.

Job Description

Guidewire is seeking a Community Operations Specialist to help operate the Guidewire Community. This is an exciting opportunity to join a rapidly growing department in a well-established software company. This position is based in Dublin, Ireland.

The Community Operations Specialist will be a member of the Enablement team within the Customer and Cloud Operations department and report to the Senior Online Community Manager. They will assist in maintaining and moderating customer discussions and user groups as well as providing excellent customer support in the Guidewire Community, the online resource for Guidewire customers and partners.

Responsibilities

  • Provide excellent customer service and support to customers in the Guidewire Community.
  • Monitor and moderate Community discussions.
  • Schedule and coordinate community engagement content.
  • Assist with customer and team communications such as software release announcements to internal teams and customers.
  • Collaborate with internal teams in setting up, monitoring, and moderating online user groups.
  • Identify and develop Community training content for internal teams and customers, as well as assist with maintaining training resources, guidelines, policies, and similar content to drive engagement between customers and internal teams.
  • Assist with troubleshooting community tools, as well as identify usability improvements and requirements gathering for changes to tools and processes as needed.
  • Organize, share, and update reporting on the Guidewire Community as needed.

 

Required Skills/Experience

  • Customer support experience.
  • Excellent communication skills (verbal and written).
  • Demonstrated ability to work collaboratively in a team environment.
  • Proven track record of strong customer service.
  • Bachelor’s degree or equivalent required.
  • Experience working with standard office productivity software and web-based applications.

 

Preferred Skills/Experience

  • Experience moderating an online community.
  • Experience using or knowledge of Salesforce, WalkMe, MailChimp, SharePoint, Confluence.
  • Enthusiasm about learning new skills and technologies a plus.
  • Highly motivated and organized.
  • Exceptional time management. Able to maintain a high degree of independence.

Please note that we do not accept resumes or honor referrals from headhunters, placement agencies, or other external parties seeking recruiting fees if they do not have a signed formal agreement with Guidewire.

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