Overview

Application Support Specialist at Novidea, an insurance technology company solving challenges for insurance distribution businesses. Our data-driven software platform manages the entire policy lifecycle across lines of business, enabling data-informed decisions, cross-sell and up-sell, with a 360-degree business view.

We are looking for an excellent Application Support Specialist to join our support team. You will provide technical and functional application assistance to our customers and partners globally, partnering with R&D and other departments to deliver immediate resolutions and higher levels of customer satisfaction.

What You'll Do

• Provide exceptional service and support to Novidea's B2B customers across the UK and Europe via phone, Salesforce CRM, and video meetings.
• Engage with customers to address inquiries, concerns, and requests related to Novidea's products and services.
• Gather and analyze customer information to accurately diagnose and resolve issues.
• Document all customer interactions and ensure timely follow-ups.
• Adhere to the company's standard processes and procedures, escalating priority issues as per client business needs.
• Troubleshoot and support Salesforce-based insurance solutions for enterprise customers.
• Perform installations and configurations of both the Novidea system and Salesforce.
• Conduct training sessions for Novidea system end-users, focusing on defined CRM business processes.
• Create and maintain knowledge base articles for resolved issues to enhance self-service support.
• Ensure excellent communication with customers, providing clear and timely updates on issue resolution.
• Understand integration aspects, business workflows, and security regulations relevant to the insurance industry.
• Work closely with global support teams and other departments (Delivery, CS, Product, R&D, Implementations) to resolve customer issues efficiently.
• Work with diverse customers and businesses across the global insurance industry.

Qualifications

• 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 is 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.
• Ability to critically evaluate and challenge existing business processes.
• Excellent verbal and written communication skills with a customer-oriented approach.

Nice to Have

• Salesforce certifications
• Jira/Confluence experience
• London Market knowledge

Life at Novidea

We hire people, not just skills. Apply if you think this role is a great fit, even if you don’t meet 100% of the requirements. Novidea is an equal opportunity employer and is 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.