Customer Support Analyst I

Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better. Whether you’re interested in engineering or development, marketing or sales, or something else - if this sounds like you, then we’d love to hear from you We are headquartered in Denver, Colorado, with offices in the US, Canada, and India. The purpose of this position is to provide Technical Support representation as an Analyst I. The individual will take on a key role in orchestrating and managing technical customer support cases for Vertafore products, serving the insurance market. The individual will work cases to resolution and develop Root Cause reporting. The position will focus on timely case resolution, customer relationship building, and improving overall customer experience. The individual will partner with the Support staff on continuous improvement through team collaboration, content documentation, and assisting with product strategy decisions. Core Requirements and Responsibilities: Essential job functions included but are not limited to the following: - You will be directly impacting the customer’s ability to improve productivity, manage account needs, standardize, and streamline processes, as well as capture data for strategic decision-making. You will also be the “face” of Vertafore with our customers. - As a self-driven leader, you enjoy identifying issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, release management knowledge, cross functional team input, feedback from advisory boards, and other sources. - You have the aptitude to learn, take on, and communicate Support related front and back-end product work of other products or disciplines, product integration, reading and executing scripts, and development of workflow practices. - You partner well with Vertafore management, trainers, and representatives to resolve Support issues. - You like working independently and within small teams to build new Vertafore processes. This includes exercising proper use and adherence to customer management tools, promoting content knowledge base growth, positively effecting strategic or tactical defect resolution, and solving complex escalated customer issues. **Why Vertafore is the place for you**: *Canada Only - The opportunity to work in a space where modern technology meets a stable and vital industry - Medical, vision & dental plans - Life, AD&D - Short Term and Long Term Disability - Pension Plan & Employer Match - Maternity, Paternity and Parental Leave - Employee and Family Assistance Program (EFAP) - Education Assistance - Additional programs - Employee Referral and Internal Recognition **Why Vertafore is the place for you**: *US Only - The opportunity to work in a space where modern technology meets a stable and vital industry - Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like, while using our offices as a place for collaboration, community, and teambuilding. There are times you may be asked to come into an office and/or travel for specific meetings for a specific business purpose and this varies by job responsibilities. - Medical, vision & dental plans - PPO & high-deductible options - Health Savings Account & Flexible Spending Accounts Options: - Health Care FSA - Dental & Vision FSA - Dependent Care FSA - Commuter FSA - Life, AD&D (Basic & Supplemental), and Disability - 401(k) Retirement Savings Plain & Employer Match - Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance - Parental Leave & Adoption Assistance - Employee Assistance Program (EAP) - Education & Legal Assistance - Additional programs - Employee Referral, Internal Recognition, and Wellness - Commuter Benefits (Denver) The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship. Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law. **The Professional Services (PS) and Customer Success (CX)** bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout. **The Vertafore Incentive P