[Remote] Saas Support Specialist

Note: The job is a remote job and is open to candidates in USA. Verisk is a leading data analytics and technology partner to the global insurance industry, and they are seeking a SaaS Support Specialist to ensure customer success through first-level support for their software products. The role involves engaging with customers via phone and help desk systems, diagnosing issues, and enhancing customer proficiency with the software.

Responsibilities

• 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

Skills

• 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
• 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

Benefits

• Health Insurance
• A Retirement Plan
• Disability benefits
• A Paid Time Off program

Company Overview

Company H1B Sponsorship