Customer Support Tech

Provides accurate and timely technical support to Xactware, Inc.

customers via telephone, email and chat.

Manages escalated support issues of a complex and technical nature with varying degrees of priority.

Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize.

Ensures that needs of customers are met.

Champions' customer concerns regarding possible product defects/design issues.

Carries out projects as assigned and supports other team members in order to represent Xactware, Inc.

in a professional manner.

• Provides technical support via telephone, email and chat.
• Educates customers on the use of Xactware, Inc.

products.
• Champions' customer issues from feedback stage through delivery of solution.
• Makes outbound telephone calls to provide escalated technical support.
• Accurately records and maintains incidents in accordance with department standards.
• Assists Development and Implementation staff in resolving product issues.
• Validates potential defect/design issues.
• Participates in department team meetings.
• Assists in testing new and enhanced products.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

High school diploma

2 years of experience in a call center environment offering technical phone and chat support

Experience in a customer support environment, preferably in a high-tech setting.

Excellent communication skills, both written and verbal.

Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals.

Excellent customer service skills.

Ability to work in a fast-paced environment.

Ability to listen effectively and understands the details of a customer's issue.

6 months pre-requisite as Level 1 Technician, meeting the required performance standards.

Completion of all Level 2 advancement requirements.

Manager approval.

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...