Customer Support Specialist I

Vertafore; Denver (CO); On-site; USD 25,000 - 35,000; Full time

Job summary

Vertafore is seeking a Customer Support Specialist I in Denver to deliver high-quality service for our software products.

You will resolve basic customer issues, document resolutions, and help customers understand self-service options while expanding troubleshooting skills across software, networks, databases, and operating systems.

Qualifications

• Experience providing basic software customer support and issue resolution.
• Familiarity with SQL and basic database concepts.
• Comfort with Windows OS and Windows Server environments.
• Accounting or bookkeeping experience is a plus.

Responsibilities

• Handle inbound calls, chats, emails, and cases to assist customers.
• Identify, document, and resolve basic product issues within SLA.
• Educate customers on self-service options and work with internal teams to escalate when needed.
• Track problems to identify trends and contribute to process improvements.

Skills

SQL

Windows OS & Windows Server

General accounting

Job description

$21.64/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.

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

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

• 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.

• SQL

If you have experience with the below, you may be a good fit for our ImageRight and WorkSmart teams!

• Windows OS & Windows server environments

If you have experience with the below, you may be a good fit for our AMS360 Accounting team!

• General accounting and/or bookkeeping experience