Product Support Analyst II Vertafore, Inc.
We are looking for an individual to join our Enterprise Support Team to support external customers. The Product Support Analyst is responsible for supporting the daily needs of some of our largest customers.
Provides product support and assistance to Customer Service level I
Works directly with our customers as needed to resolve problems and/or gather facts.
Answers non-technical questions regarding company products.
Documents clear and concise comments regarding customer problems and resolution.
Approves solutions for the knowledge base system before they are published. May contribute and/or write solutions as well.
Analyzes problems with software applications to identify affected area(s) and recommend corrective actions.
Escalates defect issues promptly to Development with recommendations for resolution.
Communicates effectively with support representatives to resolve customer issues.
Works closely with Development to provide input into release content and priorities as they relate to the existing customer base.
Documents and/or reviews product defects using the quality management system.
May write articles for external customer communication (eg. AMS Exchange)
Makes recommendations on product design revisions to Development to improve customer usability.
Coordinate Beta process, gather feedback, and communicate results to Development.
Assists with high profile customers with significant and unique issues.
Assists Development in training support staff on new product enhancements.
Provides trend analysis to more accurately establish priorities.
Participate in all project/feature teams representing a Support perspective
Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways. This job is the fully qualified, career-oriented, journey-level position.
Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results.
Networks with key contacts outside own area of expertise.
Determines methods and procedures on new assignments and may coordinate activities of other personnel in a leadership position.
Exercises independent judgment in methods, techniques and evaluation criteria for obtaining results.
Possesses good oral and written communication skills;
Contributes to a positive team environment;
Enjoys finding and implementing solutions to new challenges;
Sets goals and focuses on results;
Proactively asks questions and learns about our products;
Effectively multi-tasks and adapts to change;
Strong problem solving and troubleshooting abilities, and
Ability to work productively on various projects simultaneously.
QUALIFICATIONS AND REQUIREMENTS
Bachelor's degree or equivalent work experience
Minimum 5-7yrs work experience as a product rep/analyst in a support role or equivalent agency/industry experience
Proficient with Microsoft Office products
Exceptional interpersonal and customer service experience required.
Ability to work long hours including nights and weekends.
Excellent verbal and written communication skills.
Works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles.
Contacts pertain to significant matters often involving coordination among groups.
Having broad expertise or unique knowledge, uses skills to contribute to development of company objectives and principles and to achieve goals in creative and effective ways.
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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