Customer Support Specialist I

Vertafore; Michigan; Hybrid; USD 33,000 - 40,000; Full time

Benefits offered by this job

Medical Vision & Dental plans

Life and AD&D insurance

401(k) Retirement Savings Plan with 

Tuition reimbursement

Education Assistance

Flexible First work environment

Job summary

Vertafore in Michigan is seeking a Customer Support Specialist to act as the face of the company, resolving technical and non-technical product issues and questions for industry customers. You will document cases in the CRM system and work across agency, carrier, provider, and individual queues with a focus on accuracy and high-quality service.

No prior experience is required as Vertafore provides onboarding and ongoing development opportunities, including tuition reimbursement, to grow within

Qualifications

• No experience required; onboarding program provided.
• Opportunity for ongoing development and tuition reimbursement.
• Strong communication and organizational skills required; tech-savvy with MS Office.

Responsibilities

• Provide top-level customer support to Industry customers.
• Use job aids to resolve non-technical and technical questions about software products.
• Document customer cases in CRM system.
• Handle daily tasks with accuracy to meet performance metrics.
• Support Agencies, Carriers, Providers, and individuals across phone queues.

Skills

Customer support

Communication

Attendance reliability

MS Office basics

CRM system

Tools

CRM systems

Job description

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 in Michigan. Our dynamic environment provides professional development, fast upward mobility, and exposure to the latest and greatest in technology.

The insurance industry runs on Vertafore. We equip agencies, MGAs, and carriers with the core digital systems, specialized AI, and data-driven foundation to eliminate distribution drag across the insurance lifecycle, spanning sales, servicing, and back-office operations.

Underpinned by unmatched speed and performance power, we are the trusted backbone that's taking the insurance industry from friction to flow with Distribution Velocity --speed, performance, and trust - to drive growth at scale.

With over 95% of the top agencies and insurers and 50% of industry compliance transactions running through Vertafore, we lead at the intersection of innovation and trust, giving insurance professionals the confidence to transform and win in the AI era.

Our reach is global, with headquarters in Denver, Colorado, and offices across the U.S., Canada, and India.

JOB DESCRIPTION

Customer Support Specialists serve as the face of Vertafore and focus on the customer experience by identifying and resolving technical and non-technical product issues and questions.

Core Requirements and Responsibilities:

• Provides the highest level of customer support to our Industry customers.
• Uses job aids to resolve issues and answers non-technical and technical questions regarding our software products and services.
• Documents customer cases using customer relationship management system.
• Processes daily tasks with a high level of accuracy and productivity to meet performance metrics.
• Supports Agency, Carrier, Provider as well as Individuals and is enabled in all phone queues.

We promote from within so we want every new employee to have the following fundamental skills:

• Effective communicator (written and verbally)
• Organized and can complete tasks with a high level of accuracy and productivity to meet performance metrics and deadlines
• Tech-savvy and basic knowledge of MS Office
• Can pick up new skills quicklyDemonstrates regular and reliable attendance

No experience is required. We'll provide you with an effective onboarding program and when you are ready, we'll offer ongoing development opportunities to prepare you to become our next generation of critical talent for other positions across our business. We also offer tuition reimbursement!

Additional Requirements and Details:

• Travel not anticipated.
• Ability to work remote with a stable internet connection on an as needed basis
• Located and working from an office location (when required)
• Occasional lifting and/or moving up to 10 pounds.
• Frequent repetitive hand and arm movements required to operate a computer.
• $36400 / year
• WFH Flexible
• #LI-Hybrid

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 selected candidate must be legally authorized to work in the United States.

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 orientation, genetic information, or any other characteristic protected by state or federal law.

The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.

The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.

Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.

Vertafore is a drug free workplace and conducts preemployment drug and background screenings.

We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.

We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [e-mail]

Just a note, this contact information is for accommodation requests only.