Client Support Specialist

il y a 3 semaines


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

Success Story is a prominent IT partner catering to the needs of insurance professionals, including brokers, insurers, and wholesalers. We specialize in developing comprehensive solutions tailored to meet the diverse requirements of our clients, providing them with the most advanced management software available.

Our dedicated team of 75 experienced professionals is solely focused on serving the insurance sector, offering innovative software solutions and extranet services.

Key Responsibilities

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

  • Support and Ticket Management
    • Responding to incoming support calls as the first point of contact
    • Monitoring client requests through JIRA
    • Logging, analyzing, and categorizing support tickets in our system
    • Processing, tracking, or escalating requests to the appropriate teams
    • Resolving and closing support tickets efficiently
  • Advisory and Assistance
    • Expertise in the Custy Adhoc software
    • Offering tailored solutions to meet client needs
    • Facilitating client understanding of the software and providing necessary documentation
  • Issue Resolution
    • Identifying and diagnosing technical or functional issues
    • Resolving problems or escalating them to the relevant teams for further analysis
    • Implementing solutions as required
  • Quality of Service
    • Complying with service level agreements, including: responding within 7 working hours, resolving software malfunctions within 8 working days, and providing workarounds for critical issues within 24 working hours
    • Adhering to established procedures and best practices
    • Updating various tools and communication 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 is preferred, along 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
    • Strong skills in Microsoft Office applications (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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