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Customer Support Analyst I

Customer Support Analyst I

VertaforeEast Lansing, MI,US
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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 solutions 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!

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 :

  • Provides the highest level of customer support to our Enterprise customers.
  • Researches and resolves complex enterprise customer Issues using advanced tools and methods.
  • Provides product and technical guidance, internally and externally.

Knowledge, Skills and Abilities :

  • Advanced communication (written and verbal) and interpersonal skills.
  • Organized and can complete tasks with a high level of accuracy and productivity to meet performance metrics and deadlines
  • Highly proficient with MS office and relevant tools and technologies, with ability to troubleshoot and resolve complex and technical issues
  • Proactively learns and acquires new skills.
  • Familiarity with Vertafore products preferred
  • Familiarity with Databases preferred
  • Problem solver, analytical, with critical thinking skills
  • Demonstrates regular and reliable attendance

    • Qualifications :

  • Minimum 12 months of support experience, preferably in a technical environment
  • Bachelor's Degree Preferred

    • 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
  • 47000 / year

    • 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.

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    Customer Support Analyst • East Lansing, MI,US