COMPANY PROFILE:

This company is a mid-sized yet highly innovative Insurance Technology company (InsureTech) who employ approx. 1000+ staff across Australia.

Having built a new Insurance Quoting Platform, you will join a newly created team to support internal users.

You'll be offered:

• Hybrid working.
• High growth business that's tripled in size over the last 2 years.
• Assist to roll out then support a new broker platform - likely a 5-year journey.
• Join a newly created team and help shape the support function.
• A flat team structure where you can be involved in many different areas.
• Friendly, open, and collaborative team.
• Training and a clear career path on offer.

ROLE SNAPSHOT

Junior Application Support Analyst role responsible for level 1 technical support to internal users (brokers) who are using the new Insurance quoting platform.

Team-based role involving considerable collaboration, problem solving, and end-user interaction.

Training and a clear career path on offer.

Responsibilities include:

• Level 1 technical customer support & troubleshooting to end-users.
• Investigate, analyse, and diagnose application-related issues to identify root causes through to resolution.
• Manage tickets through Jira.
• Escalate to development teams to resolve technical issues as needed.
• User training - including creating training manuals / content, FAQ, running webinars, new staff onboarding etc
• System testing and UAT activities for the platform.
• Assist in identifying existing issues or opportunities for enhancements.
• Maintain knowledge-based articles, including troubleshooting steps and issue resolution.

REQUIRED EXPERIENCE / KNOWLEDGE / BACKGROUND / QUALITIES:

Suitable for an aspiring Application Support professional with proven technical IT Customer Support experience triaging, troubleshoot and resolving software-related issues inside the Financial Services industry.

Suitable for a candidate who is an ex-broker and looking to get into tech, or a Technical Support professional with an interest in broking / insurance.

The following is required:

• 12-24 months + IT Technical Support experience - preferably with the triage & troubleshooting of application/software related issues.
• Background supporting broker, superannuation or financial planning related applications is advantageous.
• Excellent customer service skills who can clearly articulate thoughts/concepts in an easy-to-understand manner.
• Able to operate in a flat team structure and be flexible/adaptable.
• Friendly and approachable personality who loves interacting with and helping users.

This is a full-time permanent role located in the Sydney CBD (hybrid working available) and is offering circa $75,000 +super - depending on experience.

*Please note, full permanent Australian working rights are required to be considered for this position and successful applicants will be contacted.

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