Customer Support Specialist - Accounting

Vertafore is a leading technology company whose innovative software solution 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

Vertafore is looking for a Customer Support Specialist (CSS), Accounting Support to combine their experience in accounting and/or bookkeeping to support cutting-edge software solutions. You will be directly impacting the insurance agencies' ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making. 
Core Requirements and Responsibilities: 
Essential job functions included but are not limited to the following:
• 95% of time spent troubleshooting problems and answering questions via inbound phone calls and chats or written internet based inquiries.
• Ability to consistently meet software support metrics and customer satisfaction goals.
• Deliver consistent and excellent customer service utilizing learned soft skills and other professional behaviors
• Analyze customer's inquiries to identify their accounting needs and recommend corrective action.
• Provide clear and concise documentation regarding customer problems and resolution.
• Escalate unresolved issues promptly to resolve customer issues.
• Recommend solutions for our knowledgebase to help customers and others in Support with troubleshooting.
• Ability to identify customer needs and escalate to Sales or other departments when applicable.
• Ability to adhere to a predetermined work schedule as outlined in the Customer Support attendance policy.
Knowledge, Skills and Abilities: 
• In-depth knowledge and understanding of accounting areas (but not limited to) such as journal entries, accounts payable, accounts receivable, general ledgers and invoicing required.
Qualifications: 
• Accounting/Bookkeeping experience and/or education required
• In-depth knowledge and understanding of accounting areas (but not limited to) such as journal entries, accounts payable, accounts receivable, general ledgers and invoicing required
• Insurance Agency experience preferred
• Exceptional interpersonal and customer service skills required
• Ability to perform remote troubleshooting and problem resolution
• Excellent verbal and written communication skills – English and French 
• Strong analytical and critical thinking skills
• Ability to multi-task, work independently, and also work within a team environment with minimal supervision
• Ability to work in a fast paced environment where changes to procedures are common
• Proficient with Microsoft Office Products
• Excellent English and French writing and grammar skills
Additional Requirements and Details: 
• Located and working from an office location (but not limited to).
• 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.