Customer Support Specialist I

Job Description

Job Description

$15.00/hr + Bonus

$15.00/hr + Bonus

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

As a Customer Support Specialist I, you 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

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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.

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

• SQL

• 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

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Additional Requirements and Details:

• Travel required up to 10% of the time.

• Located and working from an office location.

• 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.

THE VERTAFORE STORY

Over the past 50 years, Vertafore has advanced the entire insurance distribution channel with the best software solutions in the industry. Today, we’re proud to say hundreds of thousands of Vertafore users rely on our solutions to write business faster, reduce costs, and fuel growth by increasing collaboration and streamlining processes. Vertafore leads the industry with secure, cloud-based mobile products that provide superior reporting and analytics, delivering actionable insight— right when customers need it most. We partner with other leading technology companies to deliver comprehensive solutions to improve the way our customers do business and serve their customers.

The Vertafore Way

Insurance is about relationships, and technology should make those relationships stronger. That’s why, at Vertafore, it’s our mission to transform the way the industry operates by putting people at the heart of insurance technology. By focusing on our customers, becoming better every day, and delivering results you can see, we provide the level of trust and security that insurance is all about.

· Bias to Action: We're united by an innate drive to take action and make a difference in the technology and insurance spaces.

· Win Together: We work together as one team, showing empathy and respect along the way.

· Show Up Curious: We work to challenge one another to push boundaries and think beyond the box.

· Say It, Do It: We honor every one of our commitments because integrity is important to us.

· Customer Success is Our Success: We cultivate authentic relationships and follow up by actively listening to their needs.

· We Love Insurance: We appreciate the impact insurance has on the world.

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

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

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.

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