Support Analyst

Job title:

Support Analyst

Company

Open GI

Job description

It is our vision to connect the insurance community through market-leading technology. Our people are placed at the heart of this, and diversity, equity and inclusion are central to everything we do.We know the key to achieving success is to enable a positive, inclusive, and collaborative working culture, and, as part of our commitment, we have signed up for a number of pledges and programmes designed to support and nurture our people.No matter where you sit or which team you are a part of, we want you to know that you contribute in helping us to shape where the company will be in the future. We would love for each employee to be able to talk with pride about our company and, most importantly, consider Open GI to be an inclusive, fun and fulfilling place to work.The Support Analyst will manage Jira allocation within the Support Team, progressing timely and effective resolution of Customer incidents and queries. Working effectively with the Support Centre Team Leaders and Manager, you will agree current ticket priorities and ensure these are routed to the relevant teams.Your key responsibilities

• Act as central point of contact for Support Centre Jira requests.
• Ensure Jira content clearly communicates the required information for the escalation team to investigate.
• Manage Jira boards on behalf of Support and attend daily Scrum meetings.
• Provide internal and external update reports.
• Deliver contracted configuration changes to reduce lead times for the customer.
• Communicate effectively at all levels internally and externally.

Qualifications

• Educated to GCSE/CSE level with passes in Maths & English

Experience

• 1-2 years of previous experience within a customer service/support environment.
• General appreciation of PC technology.
• Good experience in either the use of Open GI products or in an IT-related support role.
• General insurance knowledge (advantageous.)

Skills

• Excellent analytical skills.
• Excellent time management, organisational and administration skills.
• Methodical approach.
• Strong attention to detail.
• Good knowledge of MS Office: Word, Excel and Outlook.
• Excellent communicator with good interpersonal skills.

Aptitudes

• Excellent telephone and communication skills at all levels.
• Ability to work under pressure whilst maintaining enthusiasm.
• Good team player.
• Ability to adapt to new skills
• Ability to train others in complex system functionality clearly and effectively.

Our values are central to our vision, as they represent how we collaborate to continually deliver for our customers:

• Accountability: We own our actions and shape our success on the results we deliver
• Innovation:We tackle challenges with fresh thinking and bold ideas
• Teamwork: We work together, recognising we can’t do this without each other
• Trust: We build trust on integrity, transparency and respect

Benefits package

• A competitive salary depending on skills and experience
• Company pension
• Bonus opportunity
• Life assurance and critical illness cover
• Cycle to work scheme
• Perkbox – an exclusive platform offering a wide range of discounts and benefits
• Holiday entitlement of 25 days per annum, increasing to 26 days per annum after three years of service & a holiday purchase scheme
• A hybrid approach to work, with attendance in the Worcester office typically required 3 days per week.
• Opportunity for a more flexible approach to start, finish, and lunchtimes to allow you to better manage events outside of work
• Social clubs – whether you’re into your cycling, crafts, or other hobbies, we have a number of groups at Open GI where individuals who enjoy the same pursuits can get together
• Wellbeing – wills at work scheme, employee assistance programme and mental health first aiders

Please note that we are looking for candidates who are currently located within a 50 mile radius of our Worcester office for this role.To apply for this role please click the apply button and send us your covering letter and CV.

Expected salary

Location

Worcester

Job date

Fri, 27 Sep 2024 02:02:33 GMT

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