Technical Support Manager

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.

Xactware is looking for a Technical Support Manager to join the team in Lehi, UT. In this role, you will effectively manage a team of Support Technicians including scheduling, training/coaching, monitoring productivity and performance management. You will collaborate with product teams to ensure the Support team is operationally ready for new products/features and address escalated customer interactions. The manager will also enforce company and department policies regarding technician performance and customer workflows. In addition, you will provide “on-call” management support for technicians who work nights and weekends and manage tools used by the Support Department.

Responsibilities include:

• Manages a team of Support Technicians.
  • Scheduling
  • Training/Coaching
  • Productivity Monitoring
  • Performance Management
• Collaborates with product teams to ensure the Support team is operationally ready for new products/features.
• Participates in department team meetings.
• Enforces company and department policies regarding technician performance and customer workflows.
• Manages tools used by the Support Department.
• Addresses escalated customer interactions.
• Submits potential defect/design issues to development.

• Minimum 2 years of advanced experience supporting Xactware products.
• Excellent communication, interpersonal, leadership, coaching, and conflict resolution skills.
• Excellent customer service skills.
• Ability to work in a fast-paced environment.
• Ability to manage time effectively to complete projects and tasks with varying priorities.

#LI-RM2

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.

Consumer Privacy Notice