Customer Support Analyst I

$45,000 - $60,000 / year

Application deadline : 12 / 04 / 2024

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 Summary :

The Customer Support Analyst I role develops requirements for custom programming and configuration to effectively support customers of MGA Systems, Inc.

Specifically, the incumbent reviews, analyzes and evaluates user needs to create systems solutions that support overall business strategies.

They will also document system requirement, define scope and objectives and assists in the creation of system specifications that drive system development and implementation.

Essential Functions :

• Understanding and knowledge of commercial insurance, as it pertains to program business.
• Ability to retrieve, read and comprehend insurance rules and be able to apply those rules as it pertains to commercial insurance.
• Works on projects and matters of limited complexity and is closely managed.
• Develops business and functional requirements to support the operations team and developers in fulfilling customer requests.
• Develops acceptance criteria for use, provides quality assurance and user acceptance testing.
• Triages customers in crisis with pro-active communication, requirements development and release testing as needed.
• Looks for patterns that may indicate the core cause of an issue that has not been addressed, even when the immediate problem may disappear after initial issue resolution.
• Ability to process and configure data for custom changes to customer accounts utilizing company specific tools.
• Ensures that software licensing laws are adhered to.
• Keeps updated on evolving technologies related to company core business.
• Interfaces on a regular basis with customers, customer support and development teams.
• Other duties as assigned by management.

Minimum Qualifications :

• Bachelor’s Degree or equivalent business experience.
• One or more years of experience in the commercial insurance industry.
• Proficiency in software applications such as Word, Outlook, Excel, Visio and SQL.
• Willingness to learn new applications and related tasks.
• Excellent verbal and written communication skills.

Preferred Qualifications :

• Customer service experience a plus.
• Insurance Services Office (ISO) standards experience a plus.

Additional Requirements and Details :

Travel required up to 10% of the time.

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.

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.