Customer Support Specialist 1 - Tech (Pulaski) Vertafore, Inc.
Vertafore is looking for a Customer Support Specialist (CSS), Tech Support to combine their experience in troubleshooting computer hardware, software, networks, database platforms and operating systems in a call center environment to support cutting-edge software solutions. You will be directly impacting the insurance agencies? ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making.
95% of time spent troubleshooting problems and answering questions via inbound phone calls and chats or written internet based inquiries.
Ability to consistently meet call center metrics and customer satisfaction goals.
Deliver consistent and excellent customer service utilizing learned soft skills and other professional behaviors
Analyze problems with nonfunctioning equipment or software applications to identify problem area(s) and recommend corrective action.
Provide clear and concise documentation regarding customer problems and resolution.
Escalate unresolved issues promptly to resolve customer issues.
Recommend solutions for our knowledgebase to help customers and others in Support with troubleshooting.
Ability to identify customer needs and escalate to Sales or other departments when applicable.
Ability to adhere to a predetermined work schedule as outlined in the Customer Support attendance policy.
Qualifications and Requirements :
Exceptional interpersonal and customer support experience required.
Excellent verbal and written communication skills.
Strong analytical and critical thinking skills
Ability to multi-task, work independently, and also work within a team environment with minimal supervision
Ability to work in a fast paced environment where changes to procedures are common
Proficiency in troubleshooting computer hardware, software and networks
Experience with multiple database platforms
Follow standard practices and documented procedures in analyzing situations or data from which answers can be readily obtained.
Detail-oriented and work with a high degree of accuracy and efficiency.
Apply company policies and procedures to resolve routine issues.
Proficient with Microsoft Office Products.
Experience with insurance software applications such as Sagitta, AMS360, Benefit Point and ImageRight preferred
Experience supporting customers thru a variety of contact channels including chat, email and phone
Vertafore Company Overview
Vertafore, Inc. is a leading provider of software and information to the insurance industry including independent agents, brokers, MGAs, carriers and reinsurers. For more than 30 years, Vertafore has leveraged a unique industry presence to deliver meaningful solutions?powerful technology, critical information and robust insights to help organizations effectively respond to business challenges and capture new opportunities. Vertafore solutions have helped more than 17,000 customers and 500,000 end users gain a competitive advantage to accelerate their business performance.
Currently, over 1,200 employees nationwide, with continued growth plans well into the future. Our corporate headquarters are in Bothell, WA with offices nationwide. We offer competitive compensation and benefit packages along with 18 days PTO/10 paid holidays, free parking and company sport teams and much more. A big advocate of training, development and promoting from within, we have a vested interest in our employees.
Vertafore is privately held by TPG Capital, the global buyout group of TPG, a leading private investment firm with a long-standing global presence. Founded in 1992, TPG Capital has $48 billion of assets under management and has extensive experience with global public and private investments executed through leveraged buyouts, recapitalizations, spinouts, growth investments, joint ventures and restructurings.
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