Technical Support Analyst
Job Overview Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a Technical Support Analyst to become a part of our outstanding Customer Support team. In this position, you will assist our clients with any question or problems they may have regarding our insurance software products, hardware, or any other products purchased from our company. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email. RESPONSIBILITIES To deal with software and environmental queries from customers from inception through to resolution. To become a user expert on how our products work, gaining an understanding of the strengths and weaknesses; and championing customer issues in order to ensure they have a positive experience. To assist with the preparation and issue of software updates to customers, including all documentation. To provide support for the Development Team on broker procedures and requirements. To help develop the Support team by continually improving processes. Assist customers through IT and Infrastructure projects including database management and migration To continually develop and attain knowledge on the latest technologies and best practices within our sector QUALIFICATIONS FOR THIS JOB Minimum 1-2 years of working within Minimum 2:2 degree in a discipline which requires application of analysis skills or creativity (e.g. engineering, project management, business, multimedia, design or software development), alternatively be able to demonstrate a minimum of 2 years working in a fast paced support environment with an understanding of the insurance industry. Excellent understanding of Support processes and the Software Development Lifecycle. Exposure of Bug Management and Bug Lifecycle (this is not essential). Strong written and verbal communication skills; strong telephone skills. Ability to demonstrate experience of delivering a high level of customer service. Ability to demonstrate a high level of problem solving capabilities and approach. Team player mind-set, committed to overall company results. Analytical and logical A keen learner with desire to seek out knowledge and drive business capabilities Excellent understanding of Windows Server, SQL and IT Infrastructure Knowledgeable on email hosting and exchange Ability to script and identify efficiency improvements in internal processes WHO WE ARE LEADING GLOBAL PROVIDER OF CLOUD-BASED INSURANCE SOFTWARE - Applied Systems develops the top two Insurance Agency/Broker Management software products in the world. In addition, we also provide innovative mobile apps, Data Analytics, Customer Self-Service, Insurer Connectivity & Rating, eServicing, Benefits Design, and CRM software products. By automating the insurance lifecycle, Applied’s people and products enable millions of people around the world to safeguard and protect what matters most. CLOUD SOLUTIONS & PROFESSIONAL SERVICES - We offer cloud solutions, 24x7 technical support, consulting, implementation, and education services. AWARD WINNING TECHNOLOGY - We have been voted 2020 Company of the Year (Stevie Award)2020 New Product or Service of the Year- 2 awards (Stevie Award)2019 Best Cloud-Based Software Solutions Provider in the insurance industry (2019 Corporate Excellence Awards)2019 Digital Service Provider of the Year (Business Excellence Awards)2019 Best Broker Software Management House (Insurance Times) GOOGLE’S INVESTMENT IN APPLIED - Google/CapitalG made a minority investment in Applied that will spur AI, machine learning, and digital marketing innovation in the global insurance industry. CLIENTS - We provide technology to over 160k users within insurance agencies, brokerages, and carriers throughout the US, Canada, the UK, and Ireland. EMPLOYEES - Applied currently has 1,800+ employees across the US, Canada, the UK, and Ireland. COMPANY CULTURE & BENEFITS JOIN A GREAT TEAM - We believe that success comes from a dynamic working environment that offers professionals an opportunity to grow and succeed alongside extraordinary people. We encourage idea sharing, problem solving, and teamwork in our environment. HEALTH & WELL-BEING - Applied offers Private Medical Insurance, cycle to work scheme, and schemes to support employees. FINANCIAL PEACE OF MIND - Competitive salary, and Pension Scheme with employer matched contributions. WORK-LIFE BALANCE - There is more to life than work. That is why Applied offers benefits to help balance your work and home life. We offer paid time off including weeks of paid vacation leave, company sick time, paid holidays, summer hours, and 1 free day off for your birthday! RELAXED DRESS CODE - Applied allows for a relaxed dress code where jeans are permitted; we call this “Dress for your Day”! FUN PARTIES & PERKS - Fun perks are a staple at Applied, including holiday parties with games and contests, summer BBQ, employee appreciation events, art contests, personal and professional development programmes, car parking season ticket loan, and more! OPPORTUNITIES FOR ADVANCEMENT - We are a growing company that offers career opportunities, and not just “another job”. Applied believes in growing our employees and promoting from within, offering many opportunities for professional advancement along the way! CAREER STABILITY & LONGEVITY - Our average employee tenure is 9 years. CULTURE OF RECOGNITION - Applied provides a culture of employee recognition with our Circle of Excellence program, and our internal social network recognition program. APPLIED CARES - We have a culture that embraces and promotes volunteerism. Applied encourages our employees to help local charities and communities through the ‘Applied Cares’ program.
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