Customer Support Specialist II

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

A Vertafore employee in this position as a Customer Support Specialist II will focus on the customer service experience by identifying and resolving customer issues with Vertafore products, and documenting case resolution. The individual will continue to build their knowledge in troubleshooting computer software, networks, database platforms, and operating systems in a call center environment to support cutting-edge software solutions. In this role, you will focus on the customer service experience by identifying and resolving more complex customer issues with our products. You will have the opportunity to be trained on, and work with, emerging technologies in a customer centric atmosphere that cultivates teamwork to accomplish results. Continued growth dictates our need for a candidate that will be highly motivated, focused, energetic and able to work in a fast-paced environment. Serves as the "face" of Vertafore with our customers. 

Core requirements and responsibilities:

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

· Applies product knowledge and skills to diagnose and resolve customer issues

· Supports customers through a variety of contact channels including chat, email and phone with prompt, friendly and accurate help

· Be an active listener and display empathy and patience in a non-scripted environment

· Effectively utilizes system applications to achieve desired outcome

· Understands and strives to meet or exceed organizational metrics while providing excellent consistent customer service

Knowledge, Skills and Abilities:

· Building Subject Matter Expert (SME) skillset

· Demonstrates ability to remain calm during challenging situations utilizing Interpersonal and customer service experience skills

· Effective verbal and written communication skills

· Capable of higher level analytical and critical thinking skills for decision making

· Experience supporting customers through a variety of contact channels including chat, email and phone

· Proficient with Microsoft Office Products

· Proficient in troubleshooting computer software, networks and operating systems.

· Knowledge and/or experience with database platforms a plus

· Flexible, dependable and self-directed to effectively solve problems by following standard operating procedures

· Ability to multi-task and work independently in a fast-paced environment

· Detail oriented, effective listener, attentiveness and strong time management skills

· Good speaking articulation and ability to be clear and concise

· Individual will be highly motivated, focused, energetic and able to work in a fast-paced environment.

Qualifications:

· Entry level with Bachelor's degree strongly preferred2 - 4 years' experience in a customer service position

· 1-year experience within Vertafore Support preferred

Additional Requirements and Details: 

• Travel may be required up to 10% of the time.
• 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.

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.