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. **JOB DESCRIPTION** The purpose of this position is to provide Support representation work as an analyst. The individual will take on a key role in solving complex, escalated cases, including outcomes that resolve the tactical and some strategic resolution. The position will focus on improving the overall customer experience, while mentoring and partnering with the Support staff on continuous improvement through coaching, content documentation, and problem solving. The role requires a commitment to continuous learning, including product, discipline, and technical workflow knowledge. **Core Requirements and Responsibilities**: Essential job functions included but are not limited to the following: - Provide solution guidance: Solving complex and escalated cases, demonstrate and continue to gain increasingly deep and broad technical expertise. - Mentoring & Development: Teach, mentor, train and generally helping others improve their skills and abilities. Develop training and skill-building content that others can use to enhance their knowledge and better help our customers. - Product improvement: Use information, data, or feedback to improve the reliability, stability, and value of products or results. Collaborate with key partners to evaluate, solve, and communicate product changes. - Other duties as assigned **Knowledge, Skills and Abilities**: **Qualifications**: - Minimum Requirements: - Technical experience and knowledge required - Excellent verbal and written communication skills - 2-5 years Customer Service and Contact Center experience - Proficient with Microsoft Office suite - Broad knowledge of Vertafore products, services, and internal processes - Broad understanding of the Vertafore customer lifecycle. - Preferred requirements: - Understanding of P & C insurance and insurance workflow - Familiar with SQL scripts and/or transactional databases - Analytical approach towards process improvement - Data analysis and reporting - Experience mentoring and training others - Effectively influences others to achieve positive outcomes - Experience in case management and escalation process **Additional Requirements and Details**: - Travel required up to 10% of the time. - Located and working from an office location. - Occasional lifting and/or moving up to 10 pounds. - 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. **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 - **We have a Flexible First work environment** Our North America team members use our offices for collaboration, community and team-building, with members asked to sometimes come into an office and/or travel depending on job responsibilities. Other times, our teams work from home or a similar environment. - 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 - Tuition Reimbursement, 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, ci