Sr. Product Support Analyst Vertafore, Inc.
THIS JOB HAS EXPIRED This position will deliver analytical solutions to the most complex customer technical or client services issues that Vertafore must resolve. The individual will take on a key role in orchestrating and managing the complex, escalated cases, including the resolutions that are tactically and strategically needed for our largest and most important customers. The position will focus on improving the overall customer experience, while mentoring and partnering with the Support staff.
WHO ARE YOU?
You are the recognized expert in Vertafore product Technical practices, with an emphasis in at least 2 of the 4 areas: BenefitPoint, Sagitta, ImageRight/WorkSmart, and AMS360.
You have a technical background and experience in client workstation issues, IIS, Database Servers, Application Servers, and LAN/WAN network configuration, this experience includes initial set up and troubleshooting.
You can be relied upon to act in a purely consultative role to customers ? helping them with Vertafore and Non-Vertafore based issues when required.
As a self-driven leader, you identify issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, cross functional team input, feedback from the customer advisory board, and other sources. You have the relationships with other teams to recommend and partner to realize or execute changes to turn opportunity to reality.
You have the aptitude to learn and take on front and back end product work, including understanding table structure integration and complicated software development practice.
You are exceptional in recognizing and running with competing priorities to achieve success. You partner well with management and training coordinators to resolve Support issues.
You like working independently and within small teams to build new Vertafore processes. This includes content knowledge base articles, strategic or tactical defect resolution, and solving complex escalated customer issues timely towards company growth.
You have a desire to improve documentation in our knowledgebase and can edit technical solutions that allow professional IT customer staff to resolve their own issues.
QUALIFICATIONS AND REQUIREMENTS
At least 1 year experience with Technical Support
3-5 years Customer Service and Support experience
Bachelor?s degree or equivalent work experience
General understanding of P & C insurance and insurance workflow
Familiar and/or proficient with SQL and/or transactional databases
Exceptional interpersonal and customer service experience required
Excellent verbal and written communication skills
Have wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
Proficient with Microsoft Office products.
May be required to provide additional after-hours support to provide resolution or assistance to customers.
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.
||Windsor, CT |
THIS JOB HAS EXPIRED