Sr. Customer Support Analyst

$60000 - $80000 / year

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.

The Vertafore employee in this position for Customer Support Senior Analyst will play a vital role in orchestrating and managing the most complex escalated issues to resolution and develop root cause analysis. They help facilitate resolution of escalated customer issues and manage operations related to supporting Customer Support teams. The individual is considered a role model and will mentor the support staff on continuous improvement through team collaboration, content documentation, and influence product strategy decisions.

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

· Identifies issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, release management knowledge, cross functional team input, feedback from advisory boards, and other sources.

· Directly impacting the customer's ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making.

· A proven demonstration to take on and communicate Support related front and back end product work of other products or disciplines, product integration, reading and executing scripts, and development workflow practices.

· Partners well with Vertafore management, trainers and representatives to resolve Support issues. As a mentor or coach, you are viewed as helpful and effective in continuous improvement. This person will be a strong liaison with other Vertafore teams such as Product Development, Professional Services, Sales, and QA/Development.

· Partners with management to identify skill gaps, develop training material, assists in and/or leads training for Vertafore products

· Works independently and within small teams to build new Vertafore processes. This includes exercising proper and advanced use and adherence to customer management tools, promoting content knowledge base growth, positively effecting strategic or tactical defect resolution, and solving complex escalated customer issues.

· Applies deep and broad product and technical expertise to new customer issues or scenarios, with a focus on how products work and integrate. 

· Incorporates new product and technical knowledge that benefit the customer while helping team members continually develop product and technical expertise. 

· Mentors for product expertise and technical excellence within the Customer Care Organization and across Vertafore, as well as a change champion within the team.

· Expert Vertafore product knowledge

· Exceptional interpersonal and customer service experience required

· Excellent verbal and written communication skills

· Have wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.

· Solid understanding of insurance and insurance workflow

· Advanced proficiency with Microsoft Office products.

· Expert knowledge of and experience with databases, SQL, server knowledge, data modeling, and reporting as needed for product

· An inherent drive to solve problems, collaborate with others and mentor team members 

· Demonstrated ability to produce well-written and succinct technical analysis and documentation to stakeholders in development and product management 

· May be required to provide additional after-hours support to provide resolution or assistance to customers.

:

· Bachelor's degree or equivalent work experience

· 3+ years Vertafore Application Support and Customer Service experience

· Subject matter expert level Vertafore product knowledge 

· Results orientated integrated with key performance indicators/metrics 

· Travel required up to 10% of the time.

· Located and working from a home office 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.

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.

· We're united by an innate drive to take action and make a difference in the technology and insurance spaces.

· We work together as one team, showing empathy and respect along the way.

· We work to challenge one another to push boundaries and think beyond the box.

· We honor every one of our commitments because integrity is important to us.

· We cultivate authentic relationships and follow up by actively listening to their needs.

· 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 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.