Associate Manager, Support

Job Overview
Applied Systems, Inc., a worldwide leader in insurance technology, is currently searching for an Associate Manager to become a part of our outstanding Customer Support team for a fixed 12-Month period. In this position, you will manage our 1 st line customer support team whilst working with the wider support management group to deliver a world-class service to our established and loyal customer base. This role will involve working cross-functionally with other Applied teams to manage customer escalations, advocate for customer needs, deliver continuous improvement and meet core KPI targets for the team whilst facilitating a positive and engaging working environment for our 1 st line Customer Support Technicians.
This position is a 12 month fixed-term contract
Our mission in Customer Support is to provide effective problem resolution in a prompt, professional manner while continuously working to enhance the customer service experience.
What You'll Do

• To assist and guide team members with troubleshooting, escalations and inter-departmental communication
• To build processes to further the team's knowledge on how our Applied Product Suite operates, gaining an in depth understanding of our internal processes and championing opportunities for change
• To coach, mentor and motivate the team in their day-to-day activities ensuring a high level of team morale and a positive working environment for all staff members
• To advocate, on behalf of the support team within the business, liaising with key leaders to enhance the customer experience for those servicing our customers via the 1 st of line of support
• Assess, track and interact with customer escalations, ensuring concerns are dealt with professional and timely manner
• Follow ITIL major incident processes to ensure incidents are resolved by following this process and by working with all relevant internal stakeholder teams to drive resolution whilst owning customer communication
• Working with support management group to fulfill all business reporting requirements and identifying key trends and call drivers to build out proactively engage with incoming volumes

What You'll Need to Succeed
Experience:

• Minimum 2 years support experience within a software support role or relevant field
• Minimum 2 years proven experience in coaching, leading and motivating a team of support technicians.
• Deep understanding of Support processes, the software Development Lifecycle and software company structure
• A thorough understanding of the insurance/fintech space and customer service expectations
• Proven experience in conflict management and rapport building both internally and within our customer base

• Ability to demonstrate experience of delivering a high level of customer service, by impacting process, personal growth and advocacy with a holistic approach.

Certifications and/or Licenses: None Required
What You'll Gain
Competitive Benefits

• Private Medical Insurance and Eye Care
• Wellness incentives
• Pension scheme with employer matched contributions

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Volunteer time off

Empowering Career Growth and Success - We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.
What We Value
We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance - safeguarding and protecting what matters most in people's lives. And there is no more important job than that.
Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.
Who We Are
For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.
We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.
It's an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what's possible.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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