Technical Customer Support

Description

The Technical Customer Support Analyst plays a pivotal role in implementing the technical aspects of our client’s installation and supporting internal and external technical issues. In conjunction with other client-facing teams, you will ensure the successful client implementation of our products and deploy new product releases to our clients' environments. You will handle installation testing of Verisk Catastrophe and Risk Solutions’ (CRS) products. You will have an opportunity to work with new and exciting technologies, such as AWS serverless stack, Microsoft HPC, Microsoft SQL, and VMware, and be among the first to test and ensure that all Verisk CRS products work seamlessly with the latest technologies by assisting with product installation and testing. You will work collaboratively with multiple departments to ensure the successful execution of installations, deployment, troubleshooting and debugging.

You must be able to work independently on complex problems in which analyzing situations requires an in-depth evaluation of various factors. You will represent the organization on specific projects/teams and work directly with clients or through Client Services Managers.

Responsibilities

• Provide front-line technical support via phone and email to internal and external clients with Verisk CRS Software
• Ensure all implementation requirements are defined correctly and translate those requirements into system configuration
• Detect, diagnose, and resolve complex problems during implementation
• Maintain checklist documentation to ensure quality implementations and deployments
• Identify client issues and work with internal teams to create a strategy to address problems
• Maintain the lines of communication by providing effective feedback and communicating strategies with clients, including dates for the resolution of open issues
• Test and configure systems to replicate client environments
• Document knowledge in the form of knowledge base tech notes and articles
• Proven skill in supporting an application based on 3-tier architecture.
• Strong technical aptitude and ability to research and solve complex issues independently
• Demonstrated ability to identify technology/process improvements and innovate along the way
• Working Knowledge of IT Hardware and Software

Qualifications

• 3 - 6 years technical experience in a deployment, application support or technical support role, with a proven background in client interfacing.
• Strong familiarity with cloud native AWS services
• Strong knowledge of Microsoft SQL Server and SQL queries.  
• Well-developed server skills using Microsoft Windows and Active Directory.
• Good understanding of basic computer networking.
• Strong problem-solving skills.
• Impeccable attention to detail.
• Excellent communication and interpersonal skills to interact with all technical and non-technical stakeholders, including employees, customers and prospective clients
• Knowledge of PowerShell, Python, Terraform, VMware, High Performance Computing, AWS or other Cloud providers/technologies
• Insurance knowledge is a definite plus
• English language skills are mandatory