Customer Support Specialist I

Vertafore is a leading technology company advancing the insurance industry through innovative software solutions. The Customer Support Specialist I will focus on enhancing the customer service experience by resolving basic customer issues with Vertafore products and supporting clients in a fast-paced environment. 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, 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 Skills Identifying and resolving basic customer issues with Vertafore products Documenting case resolution Troubleshooting computer software, networks, database platforms, and operating systems Providing coverage of in-bound interactions which may include calls, chats, emails and cases Educating customers to help them understand an issue and how-to self-serve should it reoccur Applying product knowledge obtained in Vertafore's Bootcamp training and daily activities Supporting procedures and policies to address client and departmental needs Problem tracking to determine trends or patterns to client system problems Coordinating problem resolution with various internal contacts Assisting peers in performing similar customer support duties 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 Experience with SQL Experience with Windows OS & Windows server environments General accounting and/or bookkeeping experience Company Overview Vertafore offers software and essential information to address business challenges within the insurance industry. It was founded in 1969, and is headquartered in Denver, Colorado, USA, with a workforce of 1001-5000 employees. Its website is