Functional Support Technician

il y a 3 semaines


Strasbourg, Grand Est, France Success Storhy Temps plein
Job Overview

Success Story is a prominent IT collaborator for the insurance sector, catering to Insurance Brokers, Insurers, and Wholesalers. We create innovative solutions tailored to fulfill their diverse requirements, offering the most extensive management software available.

Our dedicated team of 75 professionals is solely focused on serving insurance experts, functioning as a software publisher and extranet provider for this industry.

Key Responsibilities

The Functional Support Technician plays a crucial role in advising, guiding, and assisting clients, primarily insurance brokers, in effectively utilizing our software while embodying the core values of the company.

  • Support and Ticket Management
    • Responding to incoming calls as the first point of contact
    • Continuously monitoring client requests via JIRA
    • Creating, 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
    • Facilitating understanding of 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 (SLAs), including: responding within 7 working hours, resolving software malfunctions within 8 working days, and proposing 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)
Candidate Profile

A background in accounting or insurance, or at least 2 years of experience in these fields, is essential.

  • Required Skills
    • Minimum of 2 years in accounting or insurance
    • Proficiency in a Windows 10 environment
    • Strong command of 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 abilities
    • Ability to work independently
    • Customer-focused approach
    • Proactive and inquisitive nature


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