Customer Support Analyst I - SaaS

Analyste au support client I - SaaS
DESCRIPTION DU POSTE
Le but de ce poste est de fournir un travail de support en tant qu'analyste. La personne jouera un rôle clé dans la résolution de cas complexes et escaladés, y compris la résolution tactique et certaines résolutions stratégiques. Le poste se concentrera sur l'amélioration de l'expérience client globale, en partenariat avec le personnel de support, par le biais de l'encadrement, de la documentation du contenu et de la résolution de problèmes. Le rôle nécessite un engagement envers l'apprentissage continu, y compris la connaissance des produits, de la discipline et des processus de travail technique.
Exigences et responsabilités fondamentales:
Les fonctions essentielles du poste comprennent, mais sans s'y limiter:

• Fournir des conseils sur les solutions : résoudre des cas complexes et escaladés, démontrer et continuer à acquérir une expertise technique de plus en plus approfondie et large.
• Mentorat et développement : Enseigner, encadrer, former et, en général, aider les autres à améliorer leurs compétences et leurs capacités. Développer du contenu de formation et de renforcement des compétences que d'autres peuvent utiliser pour améliorer leurs connaissances et mieux aider nos clients.
• Amélioration des produits : utilisez des informations, des données ou des commentaires pour améliorer la fiabilité, la stabilité et la valeur des produits ou des résultats. Collaborer avec des partenaires clés pour évaluer, résoudre et communiquer les modifications apportées aux produits.
• Également responsable d'autres tâches / projets assignés par la direction de l'entreprise, au besoin.

Qualifications:
Exigences minimales:

• MAÎTRISE DU FRANÇAIS OBLIGATOIRE
• Expérience et connaissances techniques requises
• Expérience en résolution de problèmes techniques et en application de compétences analytiques et de recherche pour les résoudre
• Excellentes compétences en communication orale et écrite
• 1 à 5 ans d'expérience en service client et en centre de contact
• Maîtrise de la suite Microsoft Office
• Sens de la curiosité
• Ingénieux et capable de proposer des solutions créatives

Exigences principales:

• Compréhension des assurances IARD, d'InsureTech ou des workflows d'assurance
• Familiarité avec les scripts SQL et/ou les bases de données transactionnelles
• Approche analytique de l'amélioration des processus
• Analyse et reporting des données
• Expérience du mentorat et de la formation
• Influence efficacement les autres pour obtenir des résultats positifs
• Expérience de la gestion des dossiers et des processus d'escalade
• Connaissance pratique des solutions Citrix

Exigences et détails supplémentaires:

• Déplacements requis jusqu'à 10 % du temps.
• Travail au bureau
• Soulèvement et/ou déplacement occasionnel de charges allant jusqu'à 4,5 kg.
• Mouvements répétitifs fréquents des mains et des bras requis pour utiliser un ordinateur.
• Les capacités visuelles spécifiques requises pour ce poste incluent la vision de près (travail sur ordinateur, etc.).
• Position assise et/ou debout fréquente.

JOB DESCRIPTION
The purpose of this position is to provide Support representation work as an analyst. The individual will take on a key role in solving complex, escalated cases, including outcomes that resolve the tactical and some strategic resolution. The position will focus on improving the overall customer experience, while mentoring and partnering with the Support staff on continuous improvement through coaching, content documentation, and problem solving. The role requires a commitment to continuous learning, including product, discipline, and technical workflow knowledge.
Core Requirements and Responsibilities:
Essential job functions included but are not limited to the following:

• Provide solution guidance: Solving complex and escalated cases, demonstrate and continue to gain increasingly deep and broad technical expertise.
• Mentoring & Development: Teach, mentor, train and generally helping others improve their skills and abilities. Develop training and skill-building content that others can use to enhance their knowledge and better help our customers.
• Product improvement: Use information, data, or feedback to improve the reliability, stability, and value of products or results. Collaborate with key partners to evaluate, solve, and communicate product changes.
• Other duties as assigned

Knowledge, Skills and Abilities:
Qualifications:
Minimum Requirements:

• MUST BE FLUENT IN FRENCH
• Technical experience and knowledge required
• Experience troubleshooting technical issues and applying analytical and research skills to resolution
• Excellent verbal and written communication skills
• 1-5 years Customer Service and Contact Center experience
• Proficient with Microsoft Office suite
• Ability to show up curious
• Resourceful and not afraid to present creative solutions

Preferred requirements:

• Understanding of P&C insurance, InsureTech or insurance workflows
• Familiar with SQL scripts and/or transactional databases
• Analytical approach towards process improvement
• Data analysis and reporting
• Experience mentoring and training others
• Effectively influences others to achieve positive outcomes
• Experience in case management and escalation process
• Working knowledge of Citrix Solutions

Additional Requirements and Details:

• Travel required up to 10% of the time.
• Located and working from an office location.
• Occasional lifting and/or moving up to 10 pounds.
• Frequent repetitive hand and arm movements required to operate a computer.
• Specific vision abilities required by this job include close vision (working on a computer, etc.).
• Frequent sitting and/or standing.

Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• We have a Flexible First work environment! Our North America team members use our offices for collaboration, community and team-building, with members asked to sometimes come into an office and/or travel depending on job responsibilities. Other times, our teams work from home or a similar environment.
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Tuition Reimbursement, Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.
The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.
Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.
Vertafore is a drug free workplace and conducts preemployment drug and background screenings.
We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.
We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]
Just a note, this contact information is for accommodation requests only.