What are the responsibilities and job description for the Customer Support Analyst I position at Vertafore?
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
The Vertafore employee in this position as a Customer Support Analyst would take on a key role in orchestrating and managing complex/technical customer support cases for Vertafore products. Your focus would involve resolution while continuing to build technical skills to determine the tactical level root cause of issues; role model and mentor for Specialists. The individual will partner with the Support staff on continuous improvement through team collaboration, content documentation, and assisting with product strategy decisions.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:
· Communicates resolution regarding customer issues internally and externally
· Identifies, creates, and delivers a training plan for boot camps and knowledge gaps to transfer knowledge for internal customers
· Be a Change Champion for the Support 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
