Saas Support Specialist

The Software as a Service (SaaS) Support Specialist is responsible for ensuring customer success by providing first-level support for all external customers through superior, in-depth knowledge of company software products.

This is accomplished by engaging customer support requests via phone and help desk ticketing system, initiating screen-sharing sessions to help diagnose and resolve customer support issues, creating/updating technical documentation, gathering and translating customer feedback, and effectively communicating with team members within the company's Support Team.

Essential Functions:


* Provide remote software support for new and existing agency and carrier customers.


* Create and update technical support materials on company support website.


* Provide Tier One Support responding to product issues/questions.


* Provide timely and accurate information to incoming customer calls and support tickets.


* Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements


* Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team.


* Escalate problems to appropriate individuals within the SuranceBay team.


* Provide timely feedback to the company regarding service failures or customer concerns.


* Versatile attitude with the ability to work independently within a small team.

Competencies:


* Customer/Client Focused


* Superior Phone Skills


* Problem-Solver


* Technical proficiency with supporting web-based applications on Windows and MacOS


* Time Management


* Communication Proficiency


* Stress Tolerance/Patience


* Teamwork Oriented


* Insurance industry knowledge and/or ability to learn quickly

Requirements:


* Proven software support experience


* Strong phone and e-mail contact handling skills


* Ability to multi-task, prioritize and manage time effectively


* Ability to easily adapt to changing work situations


* Technical documentation experience


* A quiet work space with fast, reliable internet

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About Us
For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale.

We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland.

In addition, we've been recognized by The Wall Street Journal as ...