Customer Support Specialist I
Vertafore is a leading technology company advancing the insurance industry through innovative software solutions. The Customer Support Specialist I will focus on enhancing the customer service experience by resolving basic customer issues with Vertafore products and supporting clients in a fast-paced environment.
Responsibilities
- Applies and demonstrates basic product knowledge while adhering to standard operating procedures to resolve customer issues
- Provides coverage of in-bound interactions which may include calls, chats, emails and cases
- Educates customers to help them understand an issue and how-to self-serve should it reoccur
- Consistently applies product knowledge obtained in Vertafore’s Bootcamp training and daily activities, support procedures and policies to address client and departmental needs with individualized oversight
- Problem tracking to determine trends or patterns to client system problems
- Coordinates problem resolution with various internal contacts
- Demonstrates ability to assist peers in performing similar customer support duties
Skills
- Identifying and resolving basic customer issues with Vertafore products
- Documenting case resolution
- Troubleshooting computer software, networks, database platforms, and operating systems
- Providing coverage of in-bound interactions which may include calls, chats, emails and cases
- Educating customers to help them understand an issue and how-to self-serve should it reoccur
- Applying product knowledge obtained in Vertafore's Bootcamp training and daily activities
- Supporting procedures and policies to address client and departmental needs
- Problem tracking to determine trends or patterns to client system problems
- Coordinating problem resolution with various internal contacts
- Assisting peers in performing similar customer support duties
- Travel required up to 10% of the time
- Located and working from an 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
- Experience with SQL
- Experience with Windows OS & Windows server environments
- General accounting and/or bookkeeping experience
Company Overview