Application Support Specialist

Novidea is an insurance technology company solving the toughest challenges faced by insurance distribution businesses. Our innovative, data-driven insurance software platform allows us to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell. Novidea delivers a 360-degree business view, and a powerful competitive advantage.

We are looking for an excellent Application Support Specialist to join our support team.

About the job:

Novidea is looking for a skilled and results-driven technical support specialist. In this role, you will provide technical and functional application assistance to our customers and partners globally. Partner with R&D or other departments in order to provide immediate resolutions for even greater levels of customer satisfaction.

What You'll Do

As an App Support Specialist, your responsibilities will include:

• Providing exceptional service and support to Novidea's B2B customers across the UK and Europe via phone, Salesforce CRM, and video meetings.
• Engaging with customers to address inquiries, concerns, and requests related to Novidea's products and services.
• Gathering and analyzing customer information to accurately diagnose and resolve issues.
• Documenting all customer interactions and ensuring timely follow-ups.
• Adhering to the company's standard processes and procedures, escalating priority issues as per client business needs.
• Troubleshooting and supporting Salesforce-based insurance solutions for enterprise customers.
• Performing installations and configurations of both the Novidea system and Salesforce.
• Conducting training sessions for Novidea system end-users, focusing on defined CRM business processes.
• Creating and maintaining knowledge base articles for resolved issues to enhance self-service support.
• Ensuring excellent communication with customers, providing clear and timely updates on issue resolution.
• Understanding integration aspects, business workflows, and security regulations relevant to the insurance industry.
• Working closely with global support teams and other departments (Delivery, CS, Product, R&D, Implementations) to resolve customer issues efficiently.
• Working with diverse customers and businesses across the global insurance industry.

Qualifications

Required Skills:

• 2+ years of customer support experience in a software/SaaS environment.
• Proven experience supporting Salesforce-based applications.
• Salesforce Administrator Certification is required.
• Solid technical background.
• Experience in corporate technical support, applying customer service principles and best practices.
• Experience in the insurance industry (highly advantageous).

Personal Attributes:

• Adept at multitasking.
• Capable of independent work.
• Thrives in a fast-paced environment and adapts to shifting priorities.
• Strong problem-solving skills and ability to diagnose issues in a timely manner.
• Possesses the ability to critically evaluate and challenge existing business processes.
• Excellent verbal and written communication skills with a customer-oriented approach.

If You Bring These, Even Better!

• Salesforce Certifications
• Jira/Confluence experience
• London Market Knowledge

Life at Novidea

We hire people, not just skills. We encourage you to apply if you think this role is a great fit for you, even if you don’t meet 100% of the requirements.

Novidea is an equal opportunity employer. We believe that diversity is integral to our success, and we are proud of and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law.

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