[Remote] Saas Support Specialist

Note: The job is a remote job and is open to candidates in USA. Verisk is a leading data analytics and technology partner to the global insurance industry, and they are seeking a SaaS Support Specialist to ensure customer success through first-level support for their software products. The role involves engaging with customers via phone and help desk systems, diagnosing issues, and enhancing customer proficiency with the software. Responsibilities Provide remote software support for new and existing agency and carrier customers Create and update technical support materials on company support website Provide Tier One Support responding to product issues/questions Provide timely and accurate information to incoming customer calls and support tickets Gather customer feedback, translating it into actionable responses consisting of software enhancement requests / business requirements Proactively identify opportunities to enhance customer proficiency with company software by recognizing common issues and soliciting input from the Support Team Escalate problems to appropriate individuals within the SuranceBay team Provide timely feedback to the company regarding service failures or customer concerns Versatile attitude with the ability to work independently within a small team Skills Proven software support experience Strong phone and e-mail contact handling skills Ability to multi-task, prioritize and manage time effectively Ability to easily adapt to changing work situations Technical documentation experience A quiet work space with fast, reliable internet Customer/Client Focused Superior Phone Skills Problem-Solver Technical proficiency with supporting web-based applications on Windows and MacOS Time Management Communication Proficiency Stress Tolerance/Patience Teamwork Oriented Insurance industry knowledge and/or ability to learn quickly Benefits Health Insurance A Retirement Plan Disability benefits A Paid Time Off program Company Overview Verisk Analytics is a data analytics and risk assessment firm for the insurance sector. It was founded in 1971, and is headquartered in Jersey City, New Jersey, USA, with a workforce of 5001-10000 employees. Its website is Company H1B Sponsorship Verisk has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025, 1 in 2024, 4 in 2023, 4 in 2022, 2 in 2021. Please note that this does not guarantee sponsorship for this specific role.