We’re pushing the boundaries of Insurance Technology
INSTANDA is the worlds first no code platform for Insurance. A pioneering Insurtech, we’re revolutionising the insurance industry by offering insurers a versatile tool to create, manage, and distribute digital insurance products. Our innovative technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our Technology is consistently recognised as the best policy administration platform for innovative insurers, winning awards in both the UK and US.
INSTANDA has grown significantly in recent years and we are now a team of 180+ employees based in the UK, EMEA and US, with partnerships that operate worldwide. We’re continuing to grow our business and our Platform Support team is at the forefront of our growth plans.
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The Role
We are seeking an enthusiastic Platform Support Analyst (Pacific Time Zone working hours) to join our global Platform Support Team. This position focuses on the operational support of our clients in their usage of our industry leading SaaS platform. You will primarily be responsible for troubleshooting and resolving inbound support cases and will strive to ensure a positive client experience throughout.
You will ideally be a smart and technically savvy individual who has a passion for, and strong experience in, exemplary customer service. In this role Platform Support Analysts will gain considerable experience in a wide variety of technologies, including Microsoft Azure, executing TSQL queries against a large RDBMS, SSL certificate management, API troubleshooting and much more, all while supporting a diverse global client base.
As part of our commitment to career development, INSTANDA offers a variety of learning and development benefits including access to the Microsoft Enterprise Skills Initiative and LinkedIn Learning, as well as a budget for individual employee learning. In addition, a number of other employee benefits are offered as standard including a very generous vacation package.
What you will do
- 2nd and 3rd line support of the INSTANDA InsurTech SaaS platform.
- Triage, troubleshoot and investigate client raised incidents, with a view to resolving them independently.
- Excellent communication skills to ensure clients are kept up to date on the status of any issues they have reported.
- Experience working with other teams to escalate issues as may be required, such as when software defects and/or configuration issues require the involvement of other internal stakeholders.
- Able to work to contractual commitments and SLA agreements.
- Proactively monitor, action and optimize alerts/notifications from software monitoring tools, such as Pingdom and Azure Alerts.
- Contribute to knowledge-sharing resources and tools including client facing knowledge base (KB) articles, internal KB articles, policies and procedures, etc.
- 3+ years’ experience in a SaaS based customer service team.
- A ‘can do’ attitude to ‘go the extra mile’ to deliver professional, friendly and timely resolution to client issues.
- A strong communicator with great customer engagement skills.
- Experience with a customer support ticketing tool and the JIRA/Confluence suite.
- Excellent Excel skills, with strong working knowledge of formulas and functionalities such as if statements and vlookup knowledge.
- Ability to manage competing priorities in a fast-paced environment.
- Proven ability to be organized and to prioritise workload effectively.
- Strong conceptual, analytical and problem-solving skills.
- Excellent written and verbal communication skills with a flair to express technical concepts in an everyday language.
- Able to work with a sense of urgency. • Reliability and consistency in approach to managing client relationships.
- An active desire to increase exposure to new technologies and a passion for self learning.
Additional knowledge and experience that would be beneficial to your application
- Experience working in the insurance industry would be a definite advantage.
- Experience working for a start-up or fast paced technology focused company.
- Working knowledge of Microsoft Azure or similar cloud hosting technologies.
- Understanding of writing or supporting JavaScript.
- Experience working in an ISO27001 accredited company, or adhering to similar Information Security standards.
- Working knowledge of DNS, specifically around nslookup and/or dig command line tools, forward vs reverse lookups, and A vs CNAME record types.
- Understanding of JSON & XML file formats.
- Experience of managing SSL certificates, including their creation & installation, file types and related technologies involved in their creation and management.
- Experience working with API using curl, Postman and related tools.
- A degree/diploma in Maths, Business, Engineering, Computer Science, or equivalent
- Competitive salary
- Generous 28 vacation days, plus 10 US holidays per year.
- One Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life admin.
- Freedom Pass work up to 4 weeks of the year from anywhere.
- FlexiBank you decide when to use your public holiday allocation.
- We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
- INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.
- All employees are included in the company discretionary bonus scheme
- Access to an Employee Assistance Program
- Annual learning & development allowance of USD/CAD$1,250
- Free access to LinkedIn learning and Microsoft ESI learning platforms
Our company was built by looking at the world through a different lens and our culture today reflects that by encouraging you to be yourself, speak your mind, and share your opinions. We want people who want to push themselves, be part of something great, and be prepared to challenge if they think there is a better way. Collaboration sits at the heart of how we operate, it has fueled our growth enormously and our aim to be ‘world class’. People at INSTANDA not only have a real sense of shared ownership, but are granted share options to benefit from our long term success making everyone an owner of the business.
We want everyone to be the best they can be throughout our recruitment process; if you require any additional adjustments please let us know. Visit instanda.com/careers for more information
