Customer Support Analyst I at Vertafore

| Greater Denver Area
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The Vertafore employee in this position as a Customer Support Analyst would take on a key role in orchestrating and managing complex/technical customer support cases for Vertafore products. Your focus would involve resolution while continuing to build technical skills to determine the tactical level root cause of issues; role model and mentor for Specialists. The individual will partner with the Support staff on continuous improvement through team collaboration, content documentation, and assisting with product strategy decisions.

Core Requirements and Responsibilities:

Essential job functions included but are not limited to the following:

· Communicates resolution regarding customer issues internally and externally

· Identifies, creates, and delivers a training plan for boot camps and knowledge gaps to transfer knowledge for internal customers

· Be a Change Champion for the Support organization

· Writes and/or reviews thorough articles for publication on our knowledge base for customer consumption

· Hands-on experience with databases, SQL, server knowledge. data modeling, and reporting as needed for product

· Consistently demonstrates a high level of decision making with minimal manager guidance

· Assists team members on more complex customer issues.

· Makes substantial contribution to the continued operation and growth of the organization

· Adheres to standard operating procedures, works escalated cases, recommends potential improvements for product for enhancements and reviews product documentation

Knowledge, Skills and Abilities:

o Ability to engage with customers (internal and external) through various methods while applying social graces

o Handles new and ambiguous situations while gaining buy-in from customers. Takes, supports, and encourages appropriate risks to move the organization forward.

o Focus on creating a world class experience for our customers while incorporating the Vertafore Way

o Proactively learns and acquires new skills. Identifies opportunities for business growth and process improvement. Manages resource availability through prioritization

o Understands and applies information related to the Vertafore business functions and industry in order to contribute to the organization's strategic plan.

o Utilizing advanced tools as part of resolution process

o Specialized product database knowledge and display aptitude to troubleshoot complex issues

Qualifications:

o Mid-level position with Bachelor's degree strongly preferred

o 3 or more years of progressive experience with minimal supervision

o Depending on Product placement, basic database knowledge preferred but not required

Additional Requirements and Details:

o Travel required up to 10% of the time.

o Located and working from an office location.

o Occasional lifting and/or moving up to 10 pounds.

o Frequent repetitive hand and arm movements required to operate a computer.

o Specific vision abilities required by this job include close vision (working on a computer, etc.).

o Frequent sitting and/or standing.

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Technology we use

  • Engineering
    • .NETLanguages
    • AWS (Amazon Web Services)Languages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases

Location

Great location in the heart of downtown Denver just a block away from the RTD lightrail.

What are Vertafore Perks + Benefits

Culture
Volunteer in local community
Vertafore offers employees 1 paid day to volunteer at the non-profit of their choice.
Friends outside of work
Eat lunch together
Intracompany committees
Vertafore offers opportunities to join several committees, including Women of Vertafore, LGBTQ+, etc.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Vertafore employees can contribute up to $2750 annually to their FSA.
Disability Insurance
Disability insurance covers 100% of annual salary for up to 90 days of disability.
Dental Benefits
Our dental plan covers $1500 of expenses per person.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $175 for glasses or contact lenses.
Health Insurance Benefits
Vertafore offers three different health plans to meet the needs of our employees.
Life Insurance
Pet Insurance
We offer a Pet Insurance plan through Nationwide.
Wellness Programs
Onsite Gym
Team workouts
Vertafore's team fitness initiatives include in-office yoga, a partnership with Planet Fitness, and other recreational team sports.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vertafore provides employees with a 401(k) matching plan managed by [provider]. We match up to 50% of contributions up to 3% of an employee's annual gross pay.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vertafore provides up to 6 weeks of parental leave for the primary caretaker. We also provides 6 weeks of leave for the secondary caretaker.
Family Medical Leave
Adoption Assistance
We reimburse up to $2,500 for eligible adoption expenses and 6 weeks of paid leave.
Company sponsored family events
Vertafore sponsors family oriented events semi-annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Vertafore hosts company outings annually.
Game Room
Stocked Kitchen
In various areas of the office, Vertafore provides weekly fresh fruit services, bagels and donuts on specified days, as well as snacks and drinks.
Some Meals Provided
We provide free breakfast on Mondays and Fridays.
Happy Hours
Recreational Clubs
Vertafore sponsors recreational clubs that include sports, board games, video games, book clubs, etc.
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5,250.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Vertafore's mentorship framework is an independently led experience between a mentee and a mentor. Resources are ongoingly provided to start this relationship and keep it successful & valuable.
Online course subscriptions available

Additional Perks + Benefits

We felt like the stretch of no three day weekends from Feb - May was too long, so we added our own holiday! We celebrate Vertafore Rest and Recharge day in April, and the whole company has a long weekend.

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