Customer Support Technician

Job Overview
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for a customer facing Software Support Analyst to become a part of our outstanding Customer Support team, part of our Customer Experience department. In this position, you will assist our valued customers via telephone, internet chat and email with any question or problems they may have regarding our insurance software products, hardware, or any other products purchased from our company.
This is a diverse and dynamic role requiring a high degree of attention to detail, ability to juggle tasks, excellent problem-solving ability and excellent phone and people skills.
You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email.
What You'll Do

• Talking to our customer daily and be a key Applied representative
• Logging & owning support issues and incidents until resolution and acting as the primary point of contact between Applied and its valuable customers.
• Deal efficiently & effectively to all customer queries whilst maintaining excellent customer service through every call
• Managing multiple calls and documenting the ticket/issue raised ensuring that the customer is kept up to date at all times
• Applying escalation procedure with clear details, when necessary, so that the incident can be addressed and resolved as quickly as possible.
• Liaising and sharing knowledge with other Team members to greater enable their ability to resolve incidents
• Building your understanding of the Applied product suite and become a user expert to assist our customers when they need us
• Work with the wider Support team to assist with the preparation and delivery of software updates to customers.
• Identify and suggest possible improvements to processes and procedures in use in Support team and beyond
• To remain up to date with current technologies employed within our sector.

What You'll Need to Succeed
We're looking for someone who:

• Can work remotely or from an Applied Systems Office

Your experience should include some or all of the following:

• 1-2 years Customer Support experience

• Strong customer service focus with experience communicating with customers via, telephone, email and chat
• Excellent written and verbal communication skills
• Strong administration and organisational skills to ensure effective and timely delivery of services.
• Knowledge of MS Windows operating systems
• High level of problem solving and an inquisitive mindset

Additionally, you may have;

• Experience working within technical support a bonus
• Exposure to Bug Management and Triage Processes
• Experience with service focused CRMs (Salesforce/Zendesk) an advantage
• Basic knowledge of IT Infrastructure and SQL would be an advantage

What You'll Gain

• Private Medical Insurance and Eye Care
• Wellness incentives
• Pension scheme with employer matched contributions

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the innovation leader, Applied is the world's largest agency and brokerage management systems provider, serving customers throughout the United States, Canada, the Republic of Ireland, and the United Kingdom. By automating the insurance lifecycle, Applied's people and products enable millions of people worldwide to safeguard and protect what matters most.
For 40 years, Applied Systems has led an industry we helped to create with a mission to continuously improve the business of insurance. From partnerships, acquisitions, and insurance innovation initiatives, Applied has focused on efforts to be the indispensable partner in our industry.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
At Applied we acknowledge the value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and consistently aim to recruit the most suitable person to the job. We particularly encourage applications from women, individuals with disabilities, and underrepresented ethnicities. All applicants will be treated on the basis of merit and without unlawful discrimination.
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