Position Summary : The purpose of this position is to provide TechnicalSupport representation work as an Analyst I. The individual will take on a keyrole in orchestrating and managing complex / technical customer support cases forVertafore products.
The individual will also work escalated cases to resolution,and develop Root Cause reporting. The position will focus on timely caseresolution, customer relationship building, and improving overall customerexperience.
The individual will partnerwith the Support staff on continuous improvement through team collaboration,content documentation, and assisting with product strategy decisions.
Who You Are : As a self-driven leader,you enjoy identifying issues and opportunities for product improvement andcustomer usability through defect trends, root cause analysis, releasemanagement knowledge, cross functional team input, feedback from advisory boards,and other sources.
You will be directlyimpacting the customer’s ability to improve productivity, manage account needs,standardize and streamline processes, as well as capture data for strategicdecision-
making. You will also be the face of Vertafore with our customers. You have the aptitude tolearn, take on, and communicate Support related front and back end product workof other products or disciplines, product integration, reading and executingscripts, and development of workflow practices.
You partner well with Vertaforemanagement, trainers and representatives to resolve Support issues. As a mentoror coach, you are viewed as helpful and effective in continuous improvement.
Youwill be a strong liaison with other Vertafore teams such as ProductDevelopment, Professional Services, and Sales. You like working independentlyand within small teams to build new Vertafore processes.
This includesexercising proper use and adherence to customer management tools, promotingcontent knowledge base growth, positively effecting strategic or tacticaldefect resolution, and solving complex escalated customer issues.
Qualifications and Requirements :
NET basedapplications Microsoft Server 2008,2012 + and IIS configuration Basic XML, VBscript, andSQL Scripting Exceptionalinterpersonal and customer serviceexperience required Excellentverbal and written communication skills Havewide-
ranging experience, uses professional concepts and company objectives toresolve complex issues in creative and effective ways.
Generalunderstanding of insurance and insurance workflow Proficientwith Microsoft Office products. May be required to provide additional after-
hours support to provide resolution or assistance to customers. Travel Requirements : Less than 10% of their job, in the areas oftraining, conferences, or Vertafore business demand.