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Success Story is a prominent IT partner dedicated to professionals in the insurance sector, including brokers, insurers, and wholesalers. We provide innovative solutions tailored to their unique requirements, featuring the most comprehensive management software available.
Our team consists of 75 committed and experienced individuals, solely focused on delivering exceptional service to insurance professionals through our software and extranet solutions.
Key ResponsibilitiesThe Functional Support Technician plays a crucial role in advising, guiding, and assisting clients, primarily insurance brokers, in utilizing our software while embodying the values of our organization.
- Support and Ticket Management
- Responding to incoming calls as the first point of contact
- Monitoring client requests in JIRA
- Opening, analyzing, and qualifying requests in our ticketing system
- Processing, tracking, or escalating requests to the appropriate department
- Resolving and closing requests efficiently
- Consultation and Assistance
- Expertise in the Custy Adhoc software
- Offering tailored solutions to meet client needs
- Assisting clients in understanding the software and providing necessary documentation
- Issue Management
- Identifying technical or functional issues
- Resolving problems or escalating analyses to the relevant teams
- Implementing solutions as required
- Quality of Service
- Adhering to service level agreements, including: responding within 7 working hours, resolving software-related issues within 8 working days, and providing workarounds for critical issues within 24 working hours
- Following established procedures and best practices
- Updating various tools and information channels (Gitlab, Lockself, Jira, Confluence, Teams...)
- Documentation
- Creating and updating client documentation (Confluence)
- Maintaining internal documentation (Confluence)
A background in accounting or insurance, with a minimum of 2 years of relevant experience.
- Required Skills
- At least 2 years of experience in accounting or insurance
- Proficiency in the Windows 10 environment
- Familiarity with Microsoft Office tools (Word, Excel, Outlook)
- Knowledge in at least one of the following areas: Accounting / Insurance
- Desired Qualities
- Team-oriented mindset
- Patience and strong listening skills
- Ability to work independently
- Customer-focused approach
- Proactive and curious attitude