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Customer Support Analyst I

2 weeks ago

Québec, Canada Vertafore Full time

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.

Knowledge, Skills and Abilities:
Experience with transactional databases, including reading and writing T-SQL scripts

Qualifications:

- 2+ years Technical, Application Support and Customer Service experience preferred
- Proficient with Microsoft Office products.
- Preferably familiar and/or proficient on one or more of the following:

- MSSQL
- Excel, Adobe, Web Browser/Web Based products
- Exceptional interpersonal and customer service experience required
- Excellent verbal and written communication skills -English and French
- Have wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
- General understanding of insurance and insurance workflow
- May be required to provide additional after-hours support to provide resolution or assistance to customers.

Additional Requirements and Details:

- Located and working from an office location (but not limited to).
- 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.