Customer Support Specialist I

Vertafore is a leading technology company advancing the insurance industry with innovative software solutions. The Customer Support Specialist I will focus on enhancing the customer service experience by resolving basic customer issues and supporting cutting-edge software solutions.

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

• Basic product knowledge while adhering to standard operating procedures to resolve customer issues
• Coverage of in-bound interactions which may include calls, chats, emails and cases
• Educate 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
• 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