Hybrid Product Support Analyst (Insurance Tech)

Auriol Resource; Essex; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

Auriol Resource in the United Kingdom is seeking a Product Support Analyst in Chelmsford, Essex, offering a hybrid work pattern (1 day onsite, rest remote). You will support an Insurance Claims platform and liaise directly with clients to deliver excellent service while building knowledge of the platform.

The role mixes technical and customer service duties, requiring clear communication, problem-solving, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• Excellent communication and interpersonal skills.
• Interest in IT and technology to support software platforms.
• Ability to work under pressure and manage multiple queries.
• Recent graduate or school leaver with tech qualification.
• Experience in customer service is a plus.

Responsibilities

• Provide first-line application support by responding promptly and professionally to user queries via phone, email, and ITSM tool, ensuring all issues are tracked through to resolution within agreed SLAs.
• Troubleshoot a broad range of issues, from password resets and guiding users through system functionality, to more complex queries, including API-related issues.
• Triage and prioritise service requests & incidents, balancing routine tasks with more complex application queries.
• Support onboarding activities by setting up user accounts, access permissions and providing introductory guidance on the platform.
• Deliver excellent customer service through clear communication, professionalism, and user support calls.
• Collaborate closely with team members and escalate issues to the Helpdesk Manager when required.
• Maintain and enhance knowledge base documentation to support resolution of recurring queries.
• Build a working knowledge of the low-code platform to assist in troubleshooting and provide informed context for escalations.
• Act as a subject matter expert (SME) for the system, building core familiarity with its functionality and processes.

Skills

Strong communication

Customer service

IT interest

Problem solving

Multitasking under pressure

Education

Technology-related qualification

Tools

ITSM tool

Low-code platform

Job description

Auriol Resource in the United Kingdom is seeking a Product Support Analyst in Chelmsford, Essex, offering a hybrid work pattern (1 day onsite, rest remote). You will support an Insurance Claims platform and liaise directly with clients to deliver excellent service while building knowledge of the platform.

The role mixes technical and customer service duties, requiring clear communication, problem-solving, and the ability to manage multiple tasks in a fast-paced environment.