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.

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.  

• 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. escalating to Engineering and/or Product teams) 

• Project management skills 

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.

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 that help transform industries focused on some of the world’s most critical areas. Today, the insurance industry relies on Verisk to be, and to make the world, more productive, resilient, and sustainable.

Verisk works in collaboration with our customers and at the intersection of people, data, and advanced technologies. Through proprietary platformed analytics, advanced modeling, and interpretation, we deliver immediate and sustained value to our customers and through them, to the individuals and societies they serve, with greater speed, precision, and scale.

We’re 9,000 people strong, committed to translating big data into big ideas. We help others see new possibilities and empower certainty into big decisions that impact individuals and societies. And we relentlessly and ethically pursue innovation to help move our customers, and the world, toward better tomorrows.

Everyone at Verisk—from our chief executive officer to our newest employee—is guided by The Verisk Way, to Be Remarkable, Add Value, and Innovate.
• Be Remarkable by doing something better each day in service to our customers and each other
• Add Value by delivering immediate and sustained results that drive positive outcomes
• Innovate by redefining what’s possible, embracing challenges, and pushing boundaries

Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions — delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

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 7th 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.

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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