[Remote] Saas Support Specialist

Note: The job is a remote job and is open to candidates in USA. Verisk is a leading data analytics and technology partner to the global insurance industry, committed to empowering communities and businesses to make better decisions on risk. The SaaS Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through in-depth knowledge of company software products.

Responsibilities

• Provide remote software support for new and existing agency and carrier customers
• Create and update technical support materials on company support website
• Provide Tier One Support responding to product issues/questions
• Provide timely and accurate information to incoming customer calls and support tickets
• Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements
• Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team
• Escalate problems to appropriate individuals within the SuranceBay team
• Provide timely feedback to the company regarding service failures or customer concerns
• Versatile attitude with the ability to work independently within a small team

Skills

• Proven software support experience
• Strong phone and e-mail contact handling skills
• Ability to multi-task, prioritize and manage time effectively
• Ability to easily adapt to changing work situations
• Technical documentation experience
• A quiet home work space with fast, reliable internet
• Customer/Client Focused
• Superior Phone Skills
• Problem-Solver
• Technical proficiency with supporting web-based applications on Windows and MacOS
• Time Management
• Communication Proficiency
• Stress Tolerance/Patience
• Teamwork Oriented
• Insurance industry knowledge and/or ability to learn quickly

Benefits

• Health Insurance
• A Retirement Plan
• Disability benefits
• A Paid Time Off program

Company Overview

Company H1B Sponsorship