Technical Support Analyst

About ACTURIS

Acturis is one of the UK’s highest-rated and fastest-growing software businesses, dedicated to delivering awesome technology for the insurance industry. Founded in 2000, Acturis has grown strongly over the past decade, consistently achieving double digit growth in users and revenue. Acturis now supports 95,000 users in over 40 countries and we have established a leading position in every market we operate in. Today, if a small business or individual purchases an insurance policy online, the chances are they are buying from an Acturis customer and the entire process has been enabled by the Acturis system. Despite our ongoing success, we are never content on standing still, re-investing £15m a year into the development of our products, services, and platforms.

WHY JOIN THE ACTURIS TEAM?

At Acturis we invest in recruiting, developing and promoting talent. With us you will:

• Work with a talented, motivated and friendly group of like-minded colleagues
• Learn how to combine innovation and technology to create new business models from a management team led by two former McKinsey partners
• Be supported and encouraged to develop your skills and knowledge through structured training and coaching from experienced colleagues
• Receive written constructive performance feedback and encouragement every quarter so that you know how to improve – you have no idea how unusual this is!
• Be given real responsibility for your own projects as soon as you are ready
• Receive a competitive salary and annual performance-based reviews
• Be eligible to participate in annual bonus and company share incentive schemes depending on performance and seniority
• Receive 25 days’ holiday (plus bank holidays) rising to 30 days over time
• Our Hybrid Working Policy requires employees to spend two days each week in our Farringdon office and three days working remotely from home.

THE POSITION

As a Customer Support Analyst at Acturis you will:

• Solve system user problems and resolve customer questions and issues
• Advise system users on how to get the most from the Acturis System functionality
• Help customers configure the Acturis System to meet their business needs
• Identify and gather ideas for new functionality and services
• Visit customers to identify opportunities for improved use of the Acturis System
• Support other teams in testing new releases of the Acturis System

You will be given early responsibility for discrete projects and will receive structured, quarterly feedback.

The Career Path

As a Customer Support Analyst at Acturis, you will receive structured targets, quarterly feedback and an annual performance review. You will follow a clearly defined career path that recognises personal development and contribution to the company.

As a Senior or Lead Customer Support Analyst you can expect to be responsible for:

• Planning and delivering high quality projects, including managing teams and resources
• Coaching and providing constructive feedback for junior colleagues
• Working closely with senior customer contacts to develop their relationship with Acturis

Acturis gives early responsibility for line management, including mentoring new joiners, designing and delivering training programmes, and coaching others to develop their skills and responsibilities.

Training

Acturis believes that a mix of internal and external training allows colleagues to develop rounded skills:

• New joiners receive concentrated initial training and close mentoring
• Colleagues are encouraged to complete industry standard training in relevant topics
• More senior colleagues can choose courses with time set aside and the course paid for
• The Acturis management team run training sessions to pass on experience and best practice

Job requirements

CANDIDATE PROFILE

You will be a self-starter who thrives when collaborating in a team full of brilliant and motivated people, with diverse interests and backgrounds. Everyone at Acturis has an outstanding academic background and we share a common passion for innovation.

Successful applicants will also have the following attributes:

• Achieved a 2:1 or above at Bachelor’s-level in any degree subject.
• Excellent A-levels, ideally including an A-level in Maths.
• Fluent in French
• First-rate problem-solving skills.
• Logical, well organised, and practical.
• Confident and eager to take on responsibility and the ability to learn new skills quickly.
• The ability to work well as part of a team, seamlessly collaborating with others.
• Computer literate (e.g. Word, Outlook, Excel) and able to pick up new concepts
• Customer-focused with an ability to build professional relationships.
• Strong communication skills are essential.
• Interest in technology and eager to embark on a career within the software industry.