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Customer Support Analyst II

Company: Vertafore
Location: East Lansing
Posted on: June 8, 2021

Job Description:

Vertafore is a leading technology company whose innovative software solution are advancing the insurance industry. Our suite of products provides solutions to our customers that help them better manage their business, boost their productivity and efficiencies, and lower costs while strengthening relationships.

Our mission is to move InsurTech forward by putting people at the heart of the industry. We are leading the way with product innovation, technology partnerships, and focusing on customer success.

Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better.

We are headquartered in Denver, Colorado, with offices across the U.S., Canada, and India.

Job Description

The Vertafore employee in this position for Customer Support Analyst II will play a vital role in orchestrating and managing multifaceted escalated issues to resolution and develop root cause analysis. They help facilitate resolution of escalated customer issues and manage operations related to supporting Customer Support teams. They work cross-functionally across Vertafore, including Customer Support, Account Management, Professional Services and Product Management to help guide the client and contribute to the future growth of the team.

A customer support analyst at Vertafore works directly with clients as part of a cross-functional team, which means they need to be a proactive self-starter, able to multi-task in a fast-paced environment and service-focused to help nurture the client experience.

Core requirements and responsibilities:

Essential job functions included but are not limited to the following:

  • Identify issues and opportunities for product improvement and customer usability through defect trends, root cause analysis, release management knowledge, cross functional team input, feedback from advisory boards, and other sources.
  • Directly impacting the customer's ability to improve productivity, manage account needs, standardize and streamline processes, as well as capture data for strategic decision-making.
  • A proven demonstration to take on and communicate Support related front and back end product work of other products or disciplines, product integration, reading and executing scripts, and development workflow practices.
  • Partners well with Vertafore management, trainers and representatives to resolve Support issues. As a mentor or coach, you are viewed as helpful and effective in continuous improvement. This person will be a strong liaison with other Vertafore teams such as Product Development, Professional Services, Sales, and QA/Development.
  • Partner with management to identify skill gaps, develop training material, assists in and/or leads training for Vertafore products
  • Works independently and within small teams to build new Vertafore processes. This includes exercising proper and advanced use and adherence to customer management tools, promoting content knowledge base growth, positively effecting strategic or tactical defect resolution, and solving complex escalated customer issues.
  • Apply deep and broad product and technical expertise to new customer issues or scenarios, with a focus on how products work and integrate.
  • Incorporate new product and technical knowledge that benefit the customer while helping team members continually develop product and technical expertise.
  • Mentor for product expertise and technical excellence within the Customer Care Organization and across Vertafore, as well as a change champion within the team.

Knowledge, Skills and Abilities:

  • Profound Vertafore product knowledge
  • Exceptional interpersonal and customer service experience required
  • Advanced verbal and written communication skills
  • Have wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways.
  • Solid understanding of insurance and insurance workflow
  • Proficient with Microsoft Office products.
  • Significant knowledge of and experience with databases, SQL, server knowledge. data modeling, and reporting as needed for product
  • An inherent drive to solve problems, collaborate with others and mentor team members
  • Demonstrated ability to produce well-written and succinct technical analysis and documentation to stakeholders in development and product management
  • May be required to provide additional after-hours support to provide resolution or assistance to customers.


  • Bachelor's degree or equivalent work experience
  • 3+ years Vertafore Application Support and Customer Service experience preferred
  • Subject matter expert level Vertafore product knowledge preferred
  • Results orientated integrated with key performance indicators/metrics
  • Proficiency Microsoft Office (Word, Excel and PowerPoint)
  • Technical savvy, experience with SQL is preferred

Additional Requirements and Details:

  • Travel required up to 10% of the time.
  • Ability to work remotely with a stable internet connection on an as-needed basis
  • Located and working from an office location (when required)*
  • 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.
  • Our offices are currently closed due to COVID-19 and are scheduled to re-open mid 2021.

Keywords: Vertafore, East Lansing , Customer Support Analyst II, Other , East Lansing, Michigan

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