Customer Support Specialist

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

Who is Verisk Marketing Solutions? 

Verisk Marketing Solutions helps marketers create exceptional experiences for their customers and prospects by targeting the right person, with the right message, at the right time. We do this with the highest standards for data security and respect for the consumer’s privacy, preference, and permission. Our consumer insights and data solutions are designed to help marketers continuously maintain a real-time view of customers and prospects as those consumer’s profiles and behaviors are changing over time. Whether our customers are seeing a consumer for the first time or have a long-standing relationship with her, we help them improve the reach, timing, relevance, and compliance of every engagement.  We take pride in helping our customers understand and apply our solutions and data to improve their digital marketing strategies in new and creative ways. When our customers win, we win. 

Position Overview 

When VMS internal and external customers have questions about our products and services, including our web-based script, real-time APIs and user interfaces they contact Customer Support.  We are the front lines; answering questions and helping our users solve issues as quickly and thoroughly as possible.  Additionally, we strive to improve our documentation and processes to better streamline and enhance the customer experience through the delivery of maximum value to our users.

In this role, we're looking for someone who loves helping people and has a knack for solving technical and complex problems.  This sometimes requires in-depth investigation and collaboration with account management, product, and engineering teams - no matter what; we always follow through and aim to exceed the customer's expectations.  If you have an interest in learning new things and overcoming challenges this position may be for you.

About the Day-to-Day Responsibilities of the Role

• Managing customer requests in a prompt, professional, accurate, and thorough manner.  

• Providing meaningful responses to assigned requests within established Service Level Agreement (SLA) time frames. 

• Collaborating to progress customer issues and escalating promptly when knowledge is exhausted, or handover is required. 

• Maintaining complete and accurate documentation of customer issues and investigative findings with regular updates containing current statuses. 

• Resolving issues, while displaying a sense of urgency and professionalism. 

• Providing technical support for internal and external customers of VMS. 

• Delivering QA testing in partnership with Product Management & Product Development on new solutions, features, and system updates. 

• Configuring batch templates and process batch files submitted by customers, returning results within SLA timeframes. 

• Building and preserving relationships with other internal teams, such as Customer Success. 

• Developing and maintaining adequate technical and product knowledge of our products and internal systems  

• Leading and/or participating in appropriate meetings with customers and internal stakeholders.   

• Working as a member of a cohesive team to resolve complex issues but also being able to work independently.  

Qualifications

• 2-4 years of experience in a customer facing support role is a must 

• A baseline understanding of APIs and specifically POST/GET methodologies 

• Familiarity with JavaScript, HTML/CSS, SQL (programming skills not required)  

• Strong verbal and written communication skills. 

• Ability to effectively organize, prioritize, multi-task, and time manage workload. Must be able to handle multiple projects at once with a strong attention to detail. 

• Must be able to work confidently and independently; escalating issues and decisions when appropriate. 

• Inquisitive problem solver through deep dive investigations into technical issues.  

Nice to Have: 

• Experience supporting DaaS products and solutions. 

• Salesforce Sales and/or Service cloud use 

• Experience with managing and analyzing data sets using BI tools, SQL and ETL processing.  

• Working knowledge of SQL and relational databases scripting 

• Previous experience working with escalation channels (i.e. escalati