Support Technician

Company Name: Applied Systems
Location: England

As part of our Support Team expansion in our Brighton Head Office Applied Systems, a worldwide leader in insurance technology is currently searching for Support Technicians at 1st Line and 2nd level to become a part of our outstanding Support team, which plays an essential role in keeping Applied Systems at the top of the insurance technology industry. In this position, you will assist our clients with any question or problems they may have regarding software, hardware, or any other products purchased from our company. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email.

 

The Support Team

 

The Support Team comprises of the Helpdesk with 3 tiers, 1st through to 3rd Line, the team are the first point of contact for customers for post-sales product-related technical support. It is also a communication channel into other customer-facing departments such as Business Development, Consultancy and Training and provides mechanisms for customer feedback. Each member of the team is an ambassador for the company and we strive to offer the highest levels of customer service at all times.

 

RESPONSIBILITIES

• Respond quickly and efficiently to incoming calls in line with defined answer-time targets, providing product and technical support, escalating calls as appropriate in line with Support Call Logging Procedures
• Provide guidance to customers for training related issues via help guides and recorded training sessions
• Assess importance of call in-line with Service Level Agreements (SLAs) and refer/escalate accordingly making sure all steps have been taken and recorded within incident management system prior to escalation
• Record accurately and efficiently log relevant call details and investigation notes using the incident management system, making sure that all recorded symptoms and the customers desired outcome are recorded to ensure ease of understanding of issue raised and to enable appropriate prioritization allocation
• Manage own and next level line queue of cases, through investigation to resolution, working effectively and responsibly to ensure client satisfaction
• Take ownership and be proactive in obtaining answers from other sources in order to meet SLAs
• Ensure customers are kept up-to-date with the progress of calls
• Assist with the creation of knowledgebase documentation as requested

 

QUALIFICATIONS FOR THIS JOB

• GCSE English and Mathematics grade C or equivalent
• A Level or equivalent in IT or able to demonstrate competent working knowledge/experience working with computer systems, operating environments/Microsoft Applications
• 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
• 2 years minimum in a technical support role ideally combined with 1+ year of customer service experience
• Demonstrable experience and knowledge of hardware and networks
• Demonstrable experience and knowledge of SQL
• Multi-tasking capabilities and ability to thrive in a fast paced environment
• A team player as well as have the ability to listen, to accept responsibility, and to cooperate and communicate with others to accomplish goals
• Ability and desire to expand with changing marketplace and technology
• Conflict-resolution capabilities and the ability to deal with emotional and/or difficult callers
• Ability to plan and organize technical projects; experience with deadlines for project completion
• Must be eligible to live and work in the UK

 

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, implementation and education services, 24x7 technical support, and consulting services that are built specifically for our clients.
• AWARD WINNING TECHNOLOGY- We have been voted the 2019 Best Broker Software Management House (Insurance Times, Tech & Innovation Awards), 2019 Best Cloud-Based Software Solutions Provider in the insurance industry (2019 Corporate Excellence Awards), the 2019 Digital Service Provider of the Year (Corporate Insider) and are ranked #56 in the Cloud Top 500 report for the largest cloud application vendors in the world (Apps That Run the World).
• 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 1,700+ 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, 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 14 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.

 

TO LEARN MORE

• To learn more please visit our
  • UK website: co.uk
  • IE website: appliedsystems.com/en-ie/

• Seniority level

  Associate

• Employment type

  Full-time

• Job function

  Information Technology

• Industries

  Computer Software