Customer Support Specialist I

Vertafore, Inc.; Columbus (OH); On-site; USD 22,000 - 31,000; Full time

Job summary

Vertafore, Inc. in Columbus, OH is hiring a Customer Support Specialist I to resolve basic customer issues with Vertafore products and document case resolutions.

You will troubleshoot software, networks, databases, and operating systems in an inbound support setting, aiming to help customers become more productive and efficient. You will apply product knowledge from Bootcamp, handle calls, chats, emails, and cases, and coordinate with internal teams to resolve problems.

Qualifications

• Basic product knowledge as per training and standard procedures.
• Knowledge of Windows OS and SQL basics is a plus.
• Ability to document issues and resolutions clearly for knowledge base.

Responsibilities

• Provides coverage of inbound interactions via calls, chats, emails, and cases.
• Troubleshoots basic software, networks, databases, and OS in an inbound support role.
• Identifies trends in client problems and coordinates with internal teams for resolution.
• Serves as the face of Vertafore to customers and documents resolutions.
• Educates customers to self-serve and prevent reoccurrence.

Skills

Windows OS & Windows server Envs

Tools

SQL

Job description

$19.24/hr + Bonus

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. Our Columbus, OH, is located in the heart of the Short North Arts District!

Job Description

A Vertafore employee in this position, as Customer Support Specialist I, will focus on the customer service experience by identifying and resolving basic customer issues with Vertafore products, and documenting case resolution. The individual will be excited to expand their ability to troubleshoot computer software, networks, database platforms, and operating systems in an inbound customer service environment. They would strive to support cutting-edge software solutions. Resolve all client systems problems within established time frames and directly impacts the customer’s ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making. Serves as the "face" of Vertafore with our customers.

Core Requirements and Responsibilities

• Applies and demonstrates basic product knowledge while adhering to standard operating procedures to resolve customer issues
• Provides coverage of in-bound interactions which may include calls, chats, emails and cases
• Educates customers to help them understand an issue and how-to self-serve should it reoccur
• Consistently applies product knowledge obtained in Vertafore's Bootcamp training and daily activities, support procedures and policies to address client and departmental needs with individualized oversight
• Problem tracking to determine trends or patterns to client system problems
• Coordinates problem resolution with various internal contacts
• Demonstrates ability to assist peers in performing similar customer support duties

If you have the below special skills, or have a desire to learn more about these areas, let us know! You may be placed on a team where you have an opportunity to leverage your knowledge.

ImageRight and WorkSmart teams experience

• SQL
• Windows OS & Windows server environments

AMS360 Accounting team experience

• General accounting and/or bookkeeping experience