Technical Support Specialist
1 month ago
Company Description We help the world see new possibilities and inspire change for better tomorrows. Our analytic solutions bridge content, data, and analytics to help business, people, and society become stronger, more resilient, and sustainable. Job Description Technical Support Specialists serve as the primary technical point of contact for our largest clients. You will be helping business leaders work through organizational technical issues with our software and services. You will be expected to have an expert level of technical knowledge of all products used by your assigned clients, and their workflows and use cases. You are responsible for the success and satisfaction of your accounts as related to technical support. To resolve issues, you will work with members of multiple departments such as Professional Services, Sales, Support, and Product. The role requires a high level of professionalism, attention to detail, and time management. You are responsible for the quality and accuracy of Problem Management tickets escalated through Support and will make critical decisions on the correct severity that will dictate the company response. You will have wide authority to decide the best course of action for a given customer's situation and have the discretion to direct others to go beyond established procedures to address novel issues. About the Day to Day Responsibilities of the Role * Analyze and resolve client queries in an accurate and timely manner. Escalate issues as appropriate. * Regularly communicate with assigned clients. Establish and document clients' processes, procedures, customizations, configurations, environments, and workflows. * Proactively manage, measure and track client incidents and solution implementation. Verify accuracy and effectiveness of solutions. * Document, track, and support compliance with Service Level Agreements via Jira and other tools. Report on key metrics related to client health and status. * Submit accurate and actionable write-ups on potential defect/design issues to XCP and coordinate with other teams as necessary. * Collaborate with multiple departments in managing account activities and processes. * Develop effective business presentations according to the client's needs and maintain client reports, ensuring deliverables are in line with company standards. #LI-SM1 #LI-Remote Qualifications About You and How You Can Excel in this Role * High school diploma * 4 years of experience in a call center environment offering technical phone and chat support preferred, preferably in a high-tech setting * 3 years of Xactware Technical Support experience preferred * 1 year of Level III experience preferred * 3 years of experience with Xactimate and XactAnalysis * Experience with other Verisk Property Estimating Solutions products and platforms preferred (ClaimXperience, OneXperience, Restoration Manager, XactRemodel, XactContents, eService, etc) * Experience with EDI and SFTP systems * Level 3 certified in Xactimate * Exceeded or met customer satisfaction score and service quality standards while working in a service role * Excellent organization, planning, and prioritization skills * Ability to work in a fast-paced environment * Proficient with Jira and making custom JQL queries * Proficient with Microsoft Teams, Word, Outlook, Oracle Service Cloud, Confluence * Ability to troubleshoot advanced networking and connectivity issues within our products (Fiddler, packet capture, networking commands, etc) * Excellent... For full info follow application link. 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 s tatus, age or disability.
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Technical Support Specialist
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