Customer Support Team Leader - 12 Month Contract

<h3>Company Description</h3><p>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.</p><h3>Job Description</h3><p>Company  </p><p>Verisk Ireland is a leading IT solutions provider for the insurance industry with over 20 years’ experience in delivering business critical services to our clients. The company is part of the Verisk Group, an established global data analytics and risk assessment provider with over 8,700 people in 29 countries around the world. </p><p>We are now recruiting for a Customer Support Team Leader (TBC) to provide front line support to our clients and also assist in data processing to support our product suite. This is a 12 month contract role. </p><p>The successful candidate will report directly to the Operations Manager. </p><p>Key Responsibilities: </p><p>About the Company: </p><p>Verisk Insurance Solutions - Ireland (VIS-I) is a leading solutions provider to the Irish general insurance industry, providing value-added services focused on fraud detection, compliance, risk control, and process automation. For over 20 years, VIS-I has been working extensively with the general insurance market to develop specialist products and industry-wide services. </p><p>VIS-I is part of Verisk Analytics, a leading data analytics provider serving customers in insurance, natural resources, healthcare, financial services, government, and risk management. </p><p>Headquartered in Jersey City, N.J., Verisk Analytics operates in 22 countries and is a member of Standard &amp; Poor’s (S&amp;P) 500® Index. In 2015, Forbes magazine named Verisk Analytics to its World’s Most Innovative Companies list, and in 2016, to its America’s Best Large Employers list. Verisk is one of only 15 out of 500 companies to appear on both lists. For more information, please visit www.verisk.com. </p><p>Responsibilities: </p><p>The Customer Support Team Leader is responsible for the day to day support of our products through managing the data processing activity and providing support to our customers. The successful candidate will supervise the support team tasks and report directly to the Operations Manager.  </p><ul><li><p>Delegate, prioritise and track tasks within the support team. </p></li></ul><ul><li><p>Provide meaningful responses to customer requests within established Service Level Agreement (SLA) time frames.  </p></li><li><p>Act as the main point of contact for the escalation of key client concerns and needs. </p></li><li><p>Monitor and report on Client Services KPIs (including the biannual NPS), identifying areas for improvement and identify actionable insights. </p></li><li><p>Perform data analysis and produce reports (internal/external). </p></li><li><p>Report to management on trends and feature requests based on customer feedback. </p></li></ul><ul><li><p>Develop and maintain adequate technical and product knowledge of our products and internal systems. </p></li><li><p>Ensure regular client engagement is maintained by leading regular Client Service Review  meetings with the support of Senior Management. </p></li><li><p>Co-ordinate and Lead meetings with internal stakeholders. </p></li><li><p>Co-ordinate product training as required with internal stakeholders and clients.      </p></li></ul><p>Desired Skills/Experience </p><ul><li><p>Educated to degree level or equivalent in Business or IT. </p></li><li><p>Minimum of 3 years’ experience supporting a technical product line (SaaS, Database, APIs). </p></li><li><p>Familiarity with SQL and proficiency with MS-Excel.  </p></li></ul><ul><li><p>Knowledge of using data visualization solutions such as Tableau and Power BI is an advantage. </p></li><li><p>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.  </p></li><li><p>Must be able to work confidently and independently; escalating issues and decisions when appropriate.  </p></li><li><p>Inquisitive problem solver through deep dive investigations into reported issues.   </p></li><li><p>Delivering exceptional customer service and developing a deep understanding of customer workflows and needs.</p></li></ul><h3>Additional Information</h3><p>In 2022, Verisk received Great Place to Work® Certification for our outstanding workplace culture for the sixth year in a row and second-time certification in the UK, Spain, and India. We’re also one of the 38 companies on the UK’s Best Workplaces™ list and one of 18 companies on Spain’s Best Workplaces™ list.</p><p>For over fifty years and through innovation, interpretation, and professional insight, Verisk has replaced uncertainty with precision to unlock opportunities that deliver significant and demonstrable impact. From our historic roots in risk assessment, we’ve grown to provide analytic insights th