Customer Support Engineer

  • Sofia, Bulgaria
  • Full-time
  • Verisk Business: Verisk 3E
  • Department: Customer Service/Support
  • Is this an Analytics Req?: No

Company Description

Verisk 3E delivers intelligent compliance solutions that empower companies around the globe to reduce risk, drive continuous improvement and create new growth opportunities. Verisk 3E has set the standard for combining regulatory expertise and enriched global compliance content and transforming it into actionable intelligence to enhance chemical and workplace safety, product safety and stewardship, supply chain stewardship and research and development support. Together, with our customers, we are working to make the world safer—one product, one workplace and one community at a time. To learn more visit www.verisk3e.com We are proud to be a part of the Verisk family of companies! 

At the heart of what we do is help clients manage risk. Verisk (Nasdaq: VRSK) provides data and insights to our customers in insurance, energy and the financial services markets so they can make faster and more informed decisions.    

Our global team uses AI, machine learning, automation, and other emerging technologies to collect and analyze billions of records. We provide advanced decision-support to prevent credit, lending, and cyber risks. In addition, we monitor and advise companies on complex global matters such as climate change, catastrophes, and geopolitical issues.   

But why we do our work is what sets us apart. It stems from a commitment to making the world better, safer and stronger.   

It’s the reason Verisk is part of the UN Global Compact sustainability initiative. It’s why we made a commitment to balancing 100 percent of our carbon emissions. It’s the aim of our “returnship” program for experienced professionals rejoining the workforce after time away. And, it’s what drives our annual Innovation Day, where we identify our next first-to-market innovations to solve our customers’ problems.    

At its core, Verisk uses data to minimize risk and maximize value. But far bigger, is why we do what we do. 

At Verisk you can build an exciting career with meaningful work; create positive and lasting impact on business; and find the support, coaching, and training you need to advance your career. We have received the Great Place to Work® Certification for the fourth consecutive year. We’ve been recognized by Forbes as a World’s Best Employer and a Best Employer for Women, testaments to our culture of engagement and the value we place on an inclusive and diverse workforce.  Verisk’s Statement on Racial Equity and Diversity supports our commitment to these values and affecting positive and lasting change in the communities where we live and work.  

Job Description

We are looking for a Solutions Support Engineer to own the complete end to end customer experience for high-profile elite and complex accounts and solutions. The role will involve overseeing and managing the resolution of critical issues ensuing the prompt and complete resolution to challenges and business issues. The role will also include:

  • Acting as a liaison between the client and internal departments to facilitate the best customer experience for the client. 
  • Partnering with Product Owners to improve our solutions and identify new solution opportunities.
  • Mastering and maintaining expertise for all Verisk 3E solutions (excluding 3E Generate and 3E Optimize) and their associated solution integrations that are managed by the Client Services team. This includes custom additions, product integrations, 3rd party integrations and web services.
  • Responsible for launching various Verisk 3E solutions (excluding 3E Generate and 3E Optimize) that are managed by the Client Services Team. This includes partnering with the Customer Success Project Engineer II on custom additions, product integrations, 3rd party integrations and web services.
  • Ensuring that all client’s new services and contract commitments are met and delivered on time.  Includes coordinating with other internal operations teams to provide and deliver the clients services based on active contract terms.
  • Providing clients alternate solutions when necessary and address all service issues pro-actively with the client pre and post implementation.
  • Resolving customer service issues and skillfully manage and collaborate on complex customer service problems.
  • Managing customers' expectations and experience in a way that results in high customer satisfaction.
  • Providing escalation assistance to colleagues on the solutions that the Support team manages
  • Assisting clients with custom reporting needs as requested and coordinate with other internal operations teams to provide and deliver the clients services based on active contract terms.
  • Participating in internal development, quality and process improvement projects. May include performing product & service demonstrations for internal employees. 
  • Creating/maintaining controlled documents & knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
  • Assisting with training, development and sharing of best practices with team members to enhance the quality and efficiency of customer support.

 

Qualifications

  • Experience with Account Implementation and Management of mid- size to large accounts (global experience would be preferred but not essential)
  • Experience with Technical Implementations and Integrations
  • Ability to effectively coordinate and implement standard technical solutions and integrations
  • Be inquisitive and willing to professionally challenge the status quo
  • Partner with Product and Engineering on existing solutions and integrations
  • Exceptionally detail oriented with the ability to work effectively under pressure and multi-task to meet established deadlines and standard response times with clients.
  • Ability to effectively analyze and solve problems by balancing detailed questions with creative solutions.
  • Be a self-starter with the ability to prioritize workloads from multiple, competing demands.
  • Intermediate Excel certification or equivalent experience
  • Ability to develop and deliver engaging and effective presentations
  • Ability to partner and collaborate as part of a global team
  • Excellent listening, written and verbal communication skills

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Additional Information

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. 

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