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Technical Support Technician

Company: Xactware
Location: Littleton
Posted on: February 23, 2021

Job Description:

Company Description

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!

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 fifth 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

Provides accurate and timely technical support to Xactware, Inc. customers via telephone, email and chat. Manages support issues of a complex and technical nature with varying degrees of priority. Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize. Insures that needs of customers are met. Champions' customer concerns regarding possible product defects/design issues. Carries out projects as assigned and supports other team members in order to represent Xactware, Inc. in a professional manner.

  • Provides technical support via telephone, email and chat.
  • Educates customers on the use of Xactware, Inc. products
  • Champions Customer issues from feedback stage through delivery of solution
  • Assists in testing new and enhanced products.
  • Accurately records and maintains incidents in accordance with department standards.
  • Ability to develop new and update existing Disposition Documents.
  • Assists Development and Implementation staff in resolving product issues.
  • Validates and Submit customer defects and enhancements.
  • Participates in department team meetings.
  • Perform Xactimate provisions
  • Perform XactAnalysis provisions
  • Troubleshooting Xactimate/XactAnalysis issues
  • Mobile Manager installs
  • Review event viewer application errors
  • Review NSS and NSSPreProc logs to verify restart of services
  • Fixing sync client errors (QBO, QBD, Sage)
  • Completes all responsibilities as outlined on annual Performance Plan.

  • Completes all special projects and other duties as assigned.

  • Must be able to perform duties with or without reasonable accommodation.

    Qualifications
    • High school diploma or equivalent education/experience.
    • 2 plus years of experience in a customer support environment, preferably in a high-tech setting.
    • Excellent communication skills, both written and verbal.
    • Ability to systematically and effectively troubleshoot problems while ensuring customer satisfaction within stated service level goals.
    • Excellent customer service skills.
    • Ability to work in a fast-paced environment.
    • Ability to listen effectively and understands the details of a customer's issue.
      Other Responsibilities Assigned By Supervisor Or Manager.
      • Salary Range $41,400 to 57,200 commensurate with required experience.
        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.

        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.

        Consumer Privacy Notice

Keywords: Xactware, Littleton , Technical Support Technician, IT / Software / Systems , Littleton, Colorado

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