Customer Support Specialist I - AgencyZoom

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 :

• 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, and cases.
• Educates customers to help them understand an issue and how-to self-serve should it reoccur
• Consistently applies product knowledge obtained in boot camp 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
• WFH Flexible
• LI-Hybrid
• $40019 / 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
• Vertafore is a Flexible First working environment which allows team members to work from home as often as you’d like, while using our offices as a place for collaboration, community, and teambuilding.

There are times you may be asked to come into an office and / or travel for specific meetings for a specific business purpose and this varies by job responsibilities.

• 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.