Technical Support Analyst

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

Benefits offered by this job

20 vacation days

Benefits after probation

Annual bonus & share incentives

Hybrid work schedule

Job summary

Acturis, a leading SaaS provider for general insurance, is hiring a Technical Support Analyst in Victoria, BC. You will support Canadian clients, solve complex problems, and help grow our Insurance System usage.

The role offers a hybrid work model with 20 paid holidays, employer-paid benefits after three months, and a path to bonus and share incentive schemes. Salary ranges are reviewed with probation.

Qualifications

• Aptitude for applying technology and problem solving in customer-focused settings.
• Ability to work in teams and learn quickly in a dynamic environment.
• Computer literacy with common Office tools and fast learner of new concepts.

Responsibilities

• Support clients over phone, webchat and tickets to resolve system issues.
• Solve technical problems using a structured, logical approach.
• Explain options for using the Insurance System to Canadian clients.
• Identify ideas for new functionality and services.
• Meet with customers to build relationships and identify opportunities.
• Support other teams in testing new releases of the Insurance System.
• Demonstrate application functionality and technical solutions to clients.
• Receive early responsibility for discrete projects with feedback three times a year.

Skills

Aptitude for technology

Teamwork

Excellent computer literacy

Customer service orientation

Structured problem solving

Tools

Word

Outlook

Excel

Job description

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.

As a 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

Acturis believes that a mix of internal and external training allows colleagues to develop rounded skills:

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

Enthusiastic about providing quality customer service

Logical, well organised and practical

Confident and eager to take responsibility

The 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] .