Technical support Representative
Posted on: May 4, 2021
Job Description Xactware Solutions, Inc. provides computer
software solutions for professionals involved in estimating all
phases of building and repair. In 1986 Xactware opened for business
with its flagship estimating system called Xactimate. Xactimate
helped contractors and insurance adjusters estimate repairs much
faster and more accurately than they ever could before. Since then
Xactimate has evolved into a high-powered package complete with a
patented plan-sketching program. Eighty percent of insurance-repair
contractors and 18 of the top 25* property insurers use Xactimate
to determine the cost of repairs. Today Xactware is much more than
just Xactimate. Xactware features software solutions for every
phase of a building's life: from remodeling to totally replacing a
building; from determining the rebuilding cost of a home for
insurance purposes to sending and receiving estimates
electronically. Xactware even helps homeowners store and access
valuable information about their homes such as warranty information
and blueprints and to receive recall notices and reminders about
maintenance. To make sure everyone learns how to use the products
effectively, Xactware's award-winning art department includes
cutting-edge training with each product. Xactware reinvests heavily
in research and development and in the quality of people who
develop our products. Their job is to design and develop software
that is so sophisticated, it's simple. Xactware Solutions, Inc. is
a wholly-owned subsidiary of Insurance Services Office, Inc. (ISO).
Xactware is an Equal Opportunity Employer. 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. This is
a Temp to Hire position. Essential functions: 1. Provides technical
support via telephone, email and chat. 2. Educates customers on the
use of Xactware, Inc. products. 3. Assists in testing new and
enhanced products. 4. Accurately records and maintains incidents in
accordance with department standards. 5. Champions customer issues
from feedback stage through delivery of solution. 6. Assists
Development and Implementation staff in resolving product issues.
7. Validates and reports customer submitted bug reports. 8.
Participates in department team meetings. 9. Assists in special
projects and other duties as assigned. Other Duties: 1. Must be
able to work rotating weekend shifts. 2. Graveyard shift available.
3. Experience in a customer support environment, preferably in a
high-tech setting. 4. Excellent communication skills, both written
and verbal. 5. Ability to systematically and effectively
troubleshoot problems while ensuring customer satisfaction within
stated service level goals. 6. Excellent customer service skills.
7. Ability to work in a fast paced environment. 8. Ability to
listen effectively and understands the details of a customer's
issue. 9. Other responsibilities assigned by supervisor or manager.
Company Description This position supports Verisk Analytics, a
parent company of Xactware, which is a global supplier of risk
assessment services and decision analytics for customers in a
variety of markets, including insurance, healthcare, financial
services, supply chain, and others.
Keywords: Xactware, Orem , Technical support Representative, IT / Software / Systems , Orem, Utah
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