Customer Support Specialist I

Vertafore•Pulaski, TN

1d•Onsite

About The Position

As a Customer Support Specialist I, you 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.

Requirements

Basic product knowledge
Ability to adhere to standard operating procedures
Ability to troubleshoot computer software, networks, database platforms, and operating systems
Ability to resolve client systems problems within established time frames

Nice To Haves

SQL
Windows OS & Windows server environments
General accounting and/or bookkeeping experience

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