Customer Support Analyst I

Looking to start your career in Technology? We have opportunities right here in mid-Michigan! Vertafore is looking for talented people to join our team. Our dynamic environment provides professional development, fast upward mobility, and exposure to the latest and greatest in technology.

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., including East Lansing, Michigan - minutes from Michigan State University!

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.

JOB DESCRIPTION

Our Customer Support Analysts play a key role in building customer relationships and orchestrating and managing complex, technical customer support cases. Our Analysts grow and develop their technical skills so they can work as a team to successfully determine the root causes of challenging issues.

Core Responsibilities:

Essential job functions included but are not limited to the following:

• Clear and concise communication regarding customer issues internally and externally.

• Hands-on experience with databases, SQL, server knowledge, data modeling, and reporting as needed for product.

• Consistently demonstrates a high level of decision making with minimal manager guidance.

• Troubleshooting issues and working collaboratively to reach resolution.

• Provide guidance to our customers on best practices and the most efficient ways to use our software.

• Focus on creating a world class experience for our customers.

• Recommends potential improvements for product for enhancements.

Core Qualifications:

• Ability to engage with customers (internal and external) through various methods while applying social graces.

• Proactively learns and acquires new skills.

• Identifies opportunities for business growth and process improvement.

• Manage availability through prioritization.

• Utilizing advanced tools as part of resolution process.

• Database knowledge and display aptitude to troubleshoot complex issues.

• Bachelor's degree strongly preferred.

• 3+ years of progressive experience with minimal supervision.

• Depending on Product placement, basic database knowledge preferred but not required.

Additional Requirements and Details:

• Travel required up to 5% of the time

• WFH flexible

• Ability to work remote with a stable internet connection on an as needed basis

• 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

• #LI-Hybrid

• $40000 - $45000 / year

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.