Customer Support Specialist

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. Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships. Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success. 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. We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India. Vertafore is looking for a Customer Support Specialist (CSS), Accounting Support to combine their experience in accounting and/or bookkeeping to support cutting-edge software solutions. You will be directly impacting the insurance agencies’ ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making. Core Requirements and Responsibilities: Essential job functions included but are not limited to the following: - 95% of time spent troubleshooting problems and answering questions via inbound phone calls and chats or written internet based inquiries. - Ability to consistently meet software support metrics and customer satisfaction goals. - Deliver consistent and excellent customer service utilizing learned soft skills and other professional behaviors - Analyze customer’s inquiries to identify their accounting needs and recommend corrective action. - Provide clear and concise documentation regarding customer problems and resolution. - Escalate unresolved issues promptly to resolve customer issues. - Recommend solutions for our knowledgebase to help customers and others in Support with troubleshooting. - Ability to identify customer needs and escalate to Sales or other departments when applicable. - Ability to adhere to a predetermined work schedule as outlined in the Customer Support attendance policy. Knowledge, Skills and Abilities: - In-depth knowledge and understanding of accounting areas (but not limited to) such as journal entries, accounts payable, accounts receivable, general ledgers and invoicing required. **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