Customer Support Technician

Applied Systems; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading software company is looking for a Customer Support Technician to join their Customer Experience team in Belfast. The ideal candidate will assist customers with insurance software products via telephone, chat, and email. Responsibilities include logging support issues, managing customer queries, and collaborating with the support team. Applicants should have 1-2 years of Customer Support experience and strong problem-solving and communication skills.

Benefits

Private Medical Insurance

Holiday and Vacation Time

Health & Wellness Days

Bonus Day for Your Birthday

Qualifications

• 1-2 years Customer Support experience, Technical Support is an advantage.
• Basic knowledge of IT Infrastructure.
• Experience communicating with customers via telephone, email and chat.

Responsibilities

• Log and own support issues and incidents until resolution.
• Handle customer queries while providing excellent service.
• Manage multiple calls and keep customers updated.

Skills

Customer Support experience

Problem-solving ability

Communication skills

Strong administration and organizational skills

Tools

Service focused CRMs (Salesforce/Zendesk)

MS Windows operating systems

Job description

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 act 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 interaction
• 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

We’re Excited to Learn More About You

Your experience may include:

• 1-2 years Customer Support experience (Technical Support an advantage)
• Basic knowledge of IT Infrastructure
• Strong customer service focus with experience communicating with customers via telephone, email and chat
• Strong administration and organisational skills to ensure effective and timely delivery of services
• Knowledge of MS Windows operating systems

You may have other skills or credentials, including:

• Experience with service focused CRMs (Salesforce/Zendesk)
• Exposure to Bug Management and Triage Processes
• Understanding of the Software development cycle and SQL would be an advantage

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!

When You Join Team Applied, You Can Expect:

A culture that values who you are

and recognizes that you aren’t just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.

We flex our time together

Collaborating remotely and in-person to empower our teams to work in the ways that work best for them.

A comprehensive benefits and compensation package

• Private Medical Insurance, including Dental and Vision
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Learn more about the people behind our products at https://www1.appliedsystems.com/en-uk/about-us/jobs/

Your Security Matters:

Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.