Xactware, a Verisk business, specializes in technologies for the property insurance, remodeling, restoration, and mortgage and lending industries. Xactware’s tools provide claims estimating, contents replacement, claims management, and property maintenance solutions for desktop, mobile, and online platforms. Xactware’s services include repair cost research and reports, aerial imagery, and real-time business intelligence. Xactware has been providing cloud services for customers since 1995. To learn more about Xactware please visit us at: Xactware.com. We are proud to be a part of the Verisk family of companies!

With a history of impressive growth, an innovative culture, and offering industry-leading solutions, Verisk Analytics is an amazing place to work and make a difference. In 2018, Forbes magazine named Verisk to its World’s Best Employers list and, in 2017, to its World’s Most Innovative Companies list for the third consecutive year. We also earned the Great Place to Work® Certification for the third consecutive year in recognition of our outstanding workplace culture.

Verisk is a leading data analytics provider serving customers in insurance, energy and specialized markets, and financial services. Using advanced technologies to collect and analyze billions of records, Verisk draws on unique data assets and deep domain expertise to provide first-to-market innovations integrated into customer workflows. We’ve been delivering predictive analytics and decision support solutions to our customers for nearly 50 years, helping them protect people, property, and financial assets. At Verisk, you’ll be part of an organization that’s committed to serving the long-term interests of our stakeholders, including the communities where we operate.

At Verisk, you can build an exciting career with meaningful work; create a positive and lasting impact on the business; and find the support, coaching, and training you need to advance your career. Our culture of innovation means your ideas on how to improve our business will be heard. As key contributors to our success, our team members enjoy working in a business-casual, collaborative environment that offers state-of-the-art resources, advanced technologies, and an excellent benefits package.

Position Summary

The main responsibility of this position is to receive user inquiries, requests, and trouble reports and accurately resolve or properly escalate as appropriate in effort to resolve a failed IT service as quickly as possible. User requests are typically delivered via ServiceNow. It is important that the candidate be capable of maintaining knowledge in a broad, constantly evolving assortment of IT technologies, policies, and procedures, and must possess the maturity and reliability to provide user support accurately, consistently and keeping end users informed about the status of incidents and requests.

Job Qualifications/Responsibilities:

•              Minimum 4 years related experience.

•              Provide accurate, timely and high-quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to Verisk’s internal employees.

•              Responsible for registering and classifying received incidents/requests via call center/ticketing system, and to undertake an immediate effort to restore a failed IT service as quickly as possible. If no solution can be achieved, technicians are responsible to escalate the incident/request to subject matter engineers or groups.

•              Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.

•              Friendly presence and helpful attitude.

•              Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.

•              Excellent interpersonal skills and ability to work well with others.

•              Excellent problem-solving skills.

•              Ability to work responsibly with or without direct supervision.

•              Ability to handle high stress and demanding situations and multi task effectively while exercising patience and professionalism.

•              Computer literate with experience in most Microsoft products, Windows and Mac OS. Active Directory, ISIM and Service Now.

•              Advanced understanding of computer hardware and peripherals.

•              Understanding of power concepts and low voltage cabling.

•              Experience in Remote connectivity via VPN and VDI.

•              Knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, WiFi etc. including their functions and capabilities.

•              Experience in Remote assistance tools such as Skype, WebEx, PC Assist or similar tool which is used in most Help Desks to take control of customers PC’s.

Working Conditions:

•              General office working conditions and environment.

•              Occasional exceptional hours as needed to meet deadlines.

•              Moderate lifting required.

This job description does not list all the duties of the job. You may be asked by management to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Verisk Management has the right to revise this job description at any time.

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Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability.

http://www.verisk.com/careers.html

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.