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Work with us

Technical Support Analyst

Iotatech is a disruptive insurance technology business providing the next-generation insurance platform, an intelligent pay-per-use SaaS solution, to risk carriers, third-party administrators and related businesses.

Based in Richmond, London, Iotatech Limited was formed in 2016 by experienced insurance technology professionals.

Are you passionate about what you do? Come work for our growing company that offers great benefits and flexibility with opportunities to advance and learn alongside a small dynamic team that is open to new ideas, technologies and methodologies.

Job Description

We are looking for an experienced Technical Support Analyst to join us at Iotatech.

In this role, you will be supporting our team and clients from our Richmond office and as required at Iotatech clients’ sites. As the Technical Support Analyst, you will be responsible for Iotatech Service Desk and be the first line support for all Iotatech clients, analysing triaging support and improvement tickets raised and coordinating with the product team to resolve them. Each ticket raised by our clients is an opportunity for us to learn how to improve our products. The Iotatech team pride themselves on service excellence and you will be expected to leverage a broad set of technical and communication skills to provide a first-rate service to our staff and customers.

You will be professional, organised, diligent and above all client-focused and understand that each client’s needs are unique. Excellent communication and problem-solving skills will be key, as will be the ability to prioritise your workload.

The successful candidate must demonstrate initiative, combined with a focus on customer service and broad technical knowledge. You should be passionate about security, standards and best practices as well as learning new technologies and working with users and the right resources to ensure smooth and pleasant service and user experience is achieved.

This is a unique opportunity for a talented and ambitious individual to work for an exciting disruptive company building innovative solutions using cutting-edge technologies. You will collaborate with our onshore and offshore teams to ensure the overall quality of service and to meet customer expectations.

Candidates must have the right to work and reside in the UK.

Location / Hours

  • Richmond, London
  • 37.5 hours per week

Benefits

  • £40,000 – £60,000 per annum
  • Equity options through an approved EMI scheme
  • 3% contributory pension
  • 25 days holiday per annum
  • Private medical cover (including any dependents)
  • Critical illness cover
  • Death in service cover

Responsibilities

  • Offer clients first-line support
  • Triage, analyse, clarify and managing support tickets, calls and emails using Iotatech Service Desk
  • Provide mitigation solutions by understanding the issue and analysing logs
  • Use your product knowledge to help users investigate, triage and resolve issues while giving them the best user experience possible
  • Contribute to Iotatech Knowledge Base, FAQs, internal and external documentation to drive a better understanding of the products and tools we use
  • Work closely with the product team to help in root cause analysis of issues
  • Analyse trends for feedback, bugs and new ideas
  • Bring, document and implement new ideas and best practices to improve the customer support service and to increase efficiency and customer satisfaction
  • Keeping customers up to date on the progress of their issue

Required Skills & Experience

  • Minimum 3 years of experience in a similar role
  • Excellent written and oral communication skills
  • Excellent analytical and problem-solving skills with the ability to understand and resolve problems as well as explain to solutions users
  • A client-first attitude and the ability to explain technical concepts to non-technical customers or colleagues
  • Willingness to learn and knowledge share
  • Understand modern technologies and architecture including cloud services and RESTful APIs, JSON and love to learn about new technologies
  • Good working knowledge of AWS Stack
  • Beginner or intermediate level of SQL knowledge
  • Intermediate or better knowledge of Office 365 and services including SharePoint
  • Know how to prioritise work under pressure and in a fast-paced environment
  • Resourceful, energetic and enthusiastic, prepared to go the “extra mile”
  • Self-motivated and driven to achieve professional success

Desired Skills

  • ITIL Practitioner Level
  • Experience with the Atlassian suite (JIRA, Service Desk and Confluence)
  • Advanced knowledge of AWS Stack with AWS Certification
  • Programming experience in Java, Kotlin, Python, other
  • Advance SQL Knowledge and understand structured and semi-structured data sets including XML and JSON
  • Practical experience to Agile development methodologies
  • General Insurance claims and policy systems experience
  • Good educational background ideally up to degree level, or equivalent, in a related subject

To apply, please fill the form below or send your CV by email to careers@iotatech.co.uk.

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