Customer Support Analyst I (Remote)

$45000 - $60000 / year
Vertafore is a leading technology company whose innovative software solutions are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.
Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.
Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.
We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India.
Job Description
The Customer Support Analyst will provide front-line primary technical and business process support to end users on application issues. They will be responsible for responding to, documenting and resolving customer care tickets in a timely manner. The Customer Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations. Or when appropriate, escalate or route them to appropriate Development Team members.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:

• Communicates resolution regarding customer issues internally and externally
• Assists in knowledge transfer for internal customers
• Be a Change Champion for the organization
• Writes and/or reviews thorough articles for publication on our knowledge base for customer consumption

• Hands-on experience with databases, SQL, server knowledge. data modeling, and reporting as needed for product
• Consistently demonstrates a high level of decision making with minimal manager guidance
• Assists team members on more complex customer issues.
• Makes substantial contribution to the continued operation and growth of the organization
• Adheres to standard operating procedures, works escalated cases, recommends potential improvements for product for enhancements and reviews product documentation

Knowledge, Skills and Abilities:

• Ability to engage with customers (internal and external) through various methods while applying social graces
• Handles new and ambiguous situations while gaining buy-in from customers. Takes, supports, and encourages appropriate risks to move the organization forward.
• Focus on creating a world class experience for our customers while incorporating the Vertafore Way
• Proactively learns and acquires new skills. Identifies opportunities for business growth and process improvement. Manages resource availability through prioritization

• Understands and applies information related to the Vertafore business functions and industry in order to contribute to the organization's strategic plan.
• Utilizing advanced tools as part of resolution process
• Specialized product database knowledge and display aptitude to troubleshoot complex issues
• Understanding and knowledge of commercial insurance, as it pertains to program business.
• Ability to retrieve, read and comprehend insurance rules and be able to apply those rules as it pertains to commercial insurance.
• Develops acceptance criteria for use, provides quality assurance and user acceptance testing.
• Triages customers in crisis with pro-active communication, requirements development and release testing as needed.
• Looks for patterns that may indicate the core cause of an issue that has not been addressed, even when the immediate problem may disappear after initial issue resolution.
• Ability to process and configure data for custom changes to customer accounts utilizing company specific tools.

Qualifications:

• 2+ year of experience in application support
• Bachelor's degree strongly preferred
• Provide application support in resolving and troubleshooting problems.
• Review customer requests and ensure that all necessary information is obtained
• Exceptional interpersonal and customer support experience required.
• Excellent verbal and written communication skills.
• Strong analytical and critical thinking skills
• Proficiency in troubleshooting computer software, networks and operating systems.
• Knowledge and/or experience with database platforms a plus.
• Proficient with Microsoft Office Products.
• Experience with T-SQL and SQL Server a plus
• Experience in the insurance industry a plus

Additional Requirements and Details:

• Travel required up to 10% of the time.
• Located and working from a remote 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.

The Vertafore Way
Insurance is about relationships, and technology should make those relationships stronger. That's why, at Vertafore, it's our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers, becoming better every day, and delivering results you can see, we provide the level of trust and security that insurance is all about.• Bias to Action: We're united by an innate drive to take action and make a difference in the technology and insurance spaces.• Win Together: We work together as one team, showing empathy and respect along the way.• Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.• Say It, Do It: We honor every one of our commitments because integrity is important to us.• Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.• We Love Insurance: We appreciate the impact insurance has on the world.
Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
Vertafore is a drug free workplace and conducts preemployment drug and background screenings .
The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Vertafore is a Flexible First working environment which allows team members to work from home as often as you'd like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities.
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.
We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]
Just a note, this contact information is for accommodation requests only.