BI Customer Support Specialist

Company Description

We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable.

Job Description

The BI Customer Support Specialist focuses on managing client onboarding, training, and access for report systems while ensuring smooth, timely client support and robust internal documentation. You’ll work directly with clients to gather necessary onboarding information, coordinate training sessions for optimal use of the MPS Analyzer product, and proactively monitor their engagement to recommend further training if needed. This includes test account setup to directly observe and refine client experiences and maintaining close, transparent communication with Sales and Placrd teams for a seamless onboarding process.

In addition to client-facing duties, you’ll oversee comprehensive tracking and cataloging of all company reports. This involves maintaining up-to-date documentation of report details, usage frequency, and recipient lists, coordinating with Sales and other teams twice annually to ensure data accuracy. The role also requires maintaining a Report Catalog with relevant information from reporting platforms like SSRS, Power BI, and MSP Analyzer to optimize report distribution and improve request handling efficiency.

Key responsibilities include troubleshooting and maintaining Datawarehouse matches, assisting Sales with historical report requests for strategic meetings, identifying and addressing gaps in processes, and ensuring the accuracy of all reporting, onboarding, and monitoring procedures. You will also support data analysis, report generation, and quality assurance to inform internal and client-facing insights. Collaboration with Sales, IT, and cross-functional departments will be essential for this role, as will handling correspondence and tasks professionally, adhering to company processes, and completing tasks within deadlines.

This role requires strong communication skills, attention to detail, a collaborative approach, and a proactive mindset to enhance client experiences and optimize reporting functions.

Essential Job Functions:

Client Onboarding

• Manage client onboarding for report access, ensuring timely and effective communication with client contacts to gather necessary information.
• Provide support to clients throughout onboarding, offering assistance and clarification as needed.
• Monitor client usage and recommend additional training if beneficial.
• Create test accounts for each client to gain direct insight into their user experience.
• Coordinate with the Placrd team for seamless client onboarding and troubleshoot any issues with relevant parties to maintain a positive user experience.

Report Tracking and Documentation

• Maintain and monitor the Master Tracker for all reports, gathering and documenting contacts, distribution frequency, and any report adjustments, changes, or terminations.
• Conduct semi-annual reviews with Sales and other teams to verify report accuracy and completeness, ensuring all teams have current information on their assigned reports.
• Support Sales by promptly providing historical reports for Stewardship meetings, coordinating with other teams as required to ensure Sales has the necessary materials for key client interactions.

Report Catalog Management

• Oversee the Report Catalog to document and organize all reports, enabling efficient report requests and improving delivery relevance for stakeholders.
• Gather report lists from tools like SSRS, Power BI, and MSP Analyzer, create report descriptions, and collaborate with stakeholders to confirm the report’s purpose and data points.
• Maintain subscription lists, remove inactive contacts, identify gaps in report access, and monitor for new reports added to servers or products.

Additional Duties

• Monitor and maintain Datawarehouse matches daily in Master Data Management tool.
• Assist with user acceptance testing (UAT).
• Adhere to company processes and procedures, completing tasks within deadlines and demonstrating strong communication skills across all organizational levels.
• Perform other tasks as required.

Qualifications

About You and How You Can Excel in This Role

• 2 to 3 years of experience in a BI related or other relevant role.
• Customer Service/Project Management skills a plus
• Skilled in reporting tools (SSRS, Power BI, Salesforce Dataloader) and data analysis
• Proficient in data export, import, and troubleshooting from diverse sources
• Strong client support skills; experienced in training and issue resolution
• Excellent written and verbal communication; able to work with clients, Sales, IT, and cross-functional teams
• Highly organized, detail-oriented, and capable of managing multiple tasks and timelines
• Experience with process documentation and workflow improvement
• Analytical thinker with strong problem-solving skills and ability to escalate issues effectively
• Proactive and adaptable; works well both independently and collaboratively

Additional Information

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

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