Customer Support Technician

Amazing Career Moments Happen Here

Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.

Position Overview

We're searching for a Customer Support Technician to join our Customer Experience team in a hybrid setting from our Belfast office. 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 prioritise tasks, excellent problem-solving ability and excellent phone and people skills.

You will provide friendly, informed, and efficient customer service primarily via telephone and email with some instant chat.

To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

What You'll Do

• Log & own 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 and interactions
• Manage multiple calls and document the ticket/issue raised, ensuring that the customer is kept up to date at all times
• Apply escalation procedures with clear details, when necessary, so that the incident can be addressed and resolved as quickly as possible
• Liaise with and share knowledge with other Team members to greater enable their ability to resolve incidents
• Build 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

For further information and to submit your application, click the apply icon.