Customer Support Analyst I - SaaS

Job Description

The purpose of this position is to provide Support representation work as an analyst. The individual will take on a key role in solving complex, escalated cases, including outcomes that resolve the tactical and some strategic resolution. The position will focus on improving the overall customer experience, while mentoring and partnering with the Support staff on continuous improvement through coaching, content documentation, and problem solving. The role requires a commitment to continuous learning, including product, discipline, and technical workflow knowledge.

Core Requirements And Responsibilities

Essential job functions included but are not limited to the following:

• Provide solution guidance: Solving complex and escalated cases, demonstrate and continue to gain increasingly deep and broad technical expertise.
• Mentoring & Development: Teach, mentor, train and generally helping others improve their skills and abilities. Develop training and skill-building content that others can use to enhance their knowledge and better help our customers.
• Product improvement: Use information, data, or feedback to improve the reliability, stability, and value of products or results. Collaborate with key partners to evaluate, solve, and communicate product changes.
• Other duties as assigned
  
  

Qualifications

Knowledge, Skills and Abilities:

• Minimum Requirements:
• Technical experience and knowledge required
• Experience troubleshooting technical issues and applying analytical and research skills to resolution
• Excellent verbal and written communication skills
• 2-5 years Customer Service and Contact Center experience
• Proficient with Microsoft Office suite
• Broad knowledge of Vertafore products, services, and internal processes
• Broad understanding of the Vertafore customer lifecycle.
• Preferred requirements:
• Understanding of P & C insurance and insurance workflow
• Familiar with SQL scripts and/or transactional databases
• Analytical approach towards process improvement
• Data analysis and reporting
• Experience mentoring and training others
• Effectively influences others to achieve positive outcomes
• Experience in case management and escalation process
  
  

Additional Requirements And Details

• Travel required up to 10% of the time.
• Located and working from an office location.
• Occasional lifting and/or moving up to 10 pounds.
• Frequent repetitive hand and arm movements required to operate a computer.
• Specific vision abilities required by this job include close vision (working on a computer, etc.).
• Frequent sitting and/or standing.