Insurance Services Office
Saas Support Specialist
Insurance Services Office, Jersey City, New Jersey, United States, 07390
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 Position Type and Expected Hours of Work:
This is a full time, work-from-home position.
Days and hours of work:
Monday through Thursday: 8:30AM to 5:30pm
Friday: 8:30AM to 4:00PM Other Duties:
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.
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 home work space with fast, reliable internet Preferred Education and Experience: Degree, certification, or commensurate experience required. Proven customer service experience. Computer/software experience. Insurance industry experience is helpful.
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, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.
We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
Verisk Businesses
Underwriting Solutions - provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision
Claims Solutions - supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences
Property Estimating Solutions - offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient
Extreme Event Solutions - provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.
Specialty Business Solutions - provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance
Marketing Solutions - delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement
Life Insurance Solutions - offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.
Verisk Maplecroft - provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger
Verisk Analytics is an equal opportunity employer.
Verisk invests in a benefits package for all employees that includes but is not limited to the following: Health Insurance, a Retirement Plan, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and / or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.
https://www.verisk.com/company/careers/
Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Verisk Employee Privacy Notice
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 Position Type and Expected Hours of Work:
This is a full time, work-from-home position.
Days and hours of work:
Monday through Thursday: 8:30AM to 5:30pm
Friday: 8:30AM to 4:00PM Other Duties:
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time with or without notice.
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 home work space with fast, reliable internet Preferred Education and Experience: Degree, certification, or commensurate experience required. Proven customer service experience. Computer/software experience. Insurance industry experience is helpful.
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, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.
We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.
Verisk Businesses
Underwriting Solutions - provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision
Claims Solutions - supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences
Property Estimating Solutions - offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient
Extreme Event Solutions - provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.
Specialty Business Solutions - provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance
Marketing Solutions - delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagement
Life Insurance Solutions - offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.
Verisk Maplecroft - provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger
Verisk Analytics is an equal opportunity employer.
Verisk invests in a benefits package for all employees that includes but is not limited to the following: Health Insurance, a Retirement Plan, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and / or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.
https://www.verisk.com/company/careers/
Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Verisk Employee Privacy Notice