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Customer Support Specialist
2 months ago
We are seeking a highly skilled and experienced Customer Support Specialist to join our team at Verisk Analytics. As a key member of our customer support team, you will be responsible for providing exceptional technical support to our customers via various communication channels.
Key Responsibilities- Technical Support: Provide timely and effective technical support to customers via phone, email, and chat, ensuring that their issues are resolved efficiently and to their satisfaction.
- Customer Education: Educate customers on the use of our products and services, ensuring that they have a clear understanding of how to utilize them effectively.
- Issue Resolution: Champion customer issues from feedback stage through delivery of solution, ensuring that customers receive a high level of service and support.
- Testing and Quality Assurance: Assist in testing new and enhanced products, ensuring that they meet the required standards and quality expectations.
- Incident Management: Accurately record and maintain incidents in accordance with department standards, ensuring that all relevant information is captured and documented.
- Disposition Documents: Develop new and update existing Disposition Documents, ensuring that they are accurate and up-to-date.
- Collaboration and Communication: Collaborate with Development and Implementation staff to resolve product issues, ensuring that customers receive a high level of service and support.
- Customer Feedback: Validate and submit customer defects and enhancements, ensuring that customer feedback is captured and addressed.
- Team Participation: Participate in department team meetings, ensuring that you are informed and up-to-date on all relevant matters.
- Performance and Special Projects: Complete all responsibilities as outlined on annual Performance Plan, and complete all special projects and other duties as assigned.
- Education: High school diploma or equivalent education/experience.
- Experience: 3+ years of experience in a customer support environment, preferably in a high-tech setting.
- Skills: Excellent communication skills, both written and verbal; ability to troubleshoot problems while ensuring customer satisfaction systematically and effectively within stated service level goals; excellent customer service skills; ability to work in a fast-paced environment; ability to listen effectively and understand the details of a customer's issue.
- Preferred Qualifications: Prior experience with Zendesk support tool preferred but not necessary.
Verisk Analytics is a leading data analytics and technology partner to the global insurance industry. 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.
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.
