Technical Support Analyst

Acturis Limited; Victoria; Hybrid; CAD 54,000 - 58,000; Full time

Benefits offered by this job

Annual bonus

Share incentive scheme

20 paid holidays

Employer paid benefits after 3 months

Hybrid work schedule

Job summary

Acturis Canada seeks a Technical Support Analyst to help grow our Insurance System services for Canadian clients. You will engage with customers via phone, webchat and tickets, solving complex technical issues and illustrating system capabilities.

A clear career path and quarterly feedback accompany structured training and mentorship. We offer a hybrid schedule (up to 3 days remote), a competitive salary with annual reviews, 20 paid holidays, and employer-paid benefits after three months, plus

Qualifications

• Aptitude for applying technology and structured problem solving.
• Ability to work in teams and learn quickly.
• Computer literate (Word/Outlook/Excel) and able to pick up new concepts.
• Excellent communication skills and keen to provide quality customer service.
• Logical, well organised and practical; eager to take responsibility.

Responsibilities

• Support clients over phone, webchat and tickets to solve system issues.
• Help clients understand options for using the Insurance System.
• Identify ideas for new functionality and services.
• Meet with and visit customers to build relationships and opportunities for better use of the system.
• Support other teams in testing new releases of the Insurance System.
• Demonstrate application functionality and technical solutions to clients.

Skills

Tech aptitude

Teamwork

Computer literacy

Communication skills

Customer service

Problem solving

Organised

Taking responsibility

Tools

Word

Outlook

Excel

Job description

About Acturis Canada

Acturis is a leading Software-as-a-Service provider for general insurance. Founded in 2000, we have grown exponentially over the past 20 years. To date, more than 95,000 individuals, in over 40 countries, use Acturis solutions to power their business, and our platform manages over $17bn worth of transactions every year. By working closely with brokers, insurers, and MGAs, we have helped to create and shape the insurance market of today. In 2019 we launched our system in Canada with exciting opportunities for growth in a new marketplace. Our head office is based in Victoria, BC.

At Acturis we invest in recruiting, developing and promoting talent. With us you will:

• Work with a talented, motivated and friendly group of like-minded colleagues
• Learn how to combine innovation and technology to create new business models from a management team led by two former McKinsey partners
• Be supported and encouraged to develop your skills and knowledge through structured training and coaching from experienced colleagues
• Receive written constructive performance feedback and encouragement every quarter so that you know how to improve – you have no idea how unusual this is!
• Be given real responsibility for your own projects as soon as you are ready

Why Join The Acturis Team?

• Central location 15 minute walk from downtown Victoria with office patio and quick access to fitness facilities to take care of physical health
• Receive a competitive salary and annual performance-based reviews
• 20 paid holiday days each year
• 100% employer paid benefits after three months on the job
• Be eligible to participate in annual bonus and company share incentive schemes depending on performance and seniority
• Hybrid work schedule: work from home up to 3 days per week. During probation this will be full time in our Victoria Office.

The Position

As a Technical Support Analyst you will be supporting Acturis grow in a new business area. You will receive structured targets, regular feedback and an annual performance review. You will also follow a clearly defined career path that recognises personal development and contribution to the company.

Technical Support Analyst

you can expect to be responsible for:

• Support clients over phone, webchat and tickets to solve system user problems and resolve customer questions and issues.
• Solve challenging technical problems using a structured and logical approach
• Help our Canadian clients understand the options and possibilities for how they can use the highly configurable and complex Insurance System
• Identify and gather ideas for new functionality and services
• Meet with and visit customers to build relationships and identify opportunities for improved use of the Insurance System
• Support other teams in testing new releases of the Insurance System
• Demonstrate application functionality and technical solutions to clients

You will be given early responsibility for discrete projects and will receive structured feedback 3 times a year.

Training

• New joiners receive concentrated initial training and close mentoring
• Colleagues are encouraged to complete industry standard training in relevant topics
• More senior colleagues can choose courses with time set aside and the course paid for
• The Acturis management team run training sessions to pass on experience and best practice

The annual salary for this position is $54,000.00 and will increase to $57,600.00 after probation.

Candidate Profile

• An aptitude for applying technology and structured problem solving
• An ability to work in teams and learn quickly
• Computer literate (e.g. Word, Outlook, Excel) and able to pick up new concepts
• Excellent communication skills
• Enthusiastic about providing quality customer service
• Logical, well organised and practical
• Confident and eager to take responsibilityThe following attributes are highly appreciated but not required:
• Science, Math and Engineering background
• Experience in Customer Service role (example positions include: food service/restaurants, retail, hospitality, help desk)

Acturis believes diversity drives innovation. We know that diversity also feeds success, so we are proud to be an equal opportunity employer.

Acturis is committed to providing an accessible recruitment and selection process. Should you require an accommodation in any part of the process, please contact [e-mail].