Application Support Specialist

Novidea is an insurance technology company solving the toughest challenges faced by insurance distribution businesses. Our innovative, data-driven insurance software platform allows us to manage the entire policy lifecycle across all lines of business, using data to inform every business decision, cross-sell and up-sell. Novidea delivers a 360-degree business view, and a powerful competitive advantage.

We are looking for an excellent Application Support Specialist to join our support team.

About the job:

Novidea is seeking a skilled and results-driven Technical Support Specialist to join our global support team. In this role, you will be the primary Support Specialist on the US desk, responsible for delivering high-quality technical and functional application support to our customers and partners across the region. You will collaborate closely with R&D and other internal teams to ensure timely and effective resolutions, driving exceptional customer satisfaction.

What You'll Do

As an App Support Specialist, your responsibilities will include:

• Providing exceptional service and support to Novidea's B2B customers across the US via phone, Salesforce CRM, and video meetings.
• Engaging with customers to address inquiries, concerns, and requests related to Novidea's products and services.
• Troubleshooting and supporting Salesforce-based insurance solutions for enterprise customers.
• Documenting all customer interactions and ensuring timely follow-ups.
• Adhering to the company's standard processes and procedures, escalating priority issues as per client business needs.
• Performing installations and configurations of both the Novidea system and Salesforce.
• Conducting training sessions for Novidea system end-users, focusing on defined CRM business processes.
• Creating and maintaining knowledge base articles for resolved issues to enhance self-service support.
• Ensuring excellent communication with customers, providing clear and timely updates on issue resolution.
• Understanding integration aspects, business workflows, and security regulations relevant to the insurance industry.
• Working closely with global teams and other departments (Delivery, CS, Product, R&D, Implementations) to resolve customer issues efficiently.
• You will act as the primary Support Specialist for the US desk, responsible for managing and resolving support issues independently.
• Working with diverse customers and businesses across the global insurance industry.

Qualifications

Required Skills:

• 2-3 years of customer support experience in a software/SaaS environment.
• Proven experience supporting Salesforce-based applications.
• Solid technical background.
• Experience in corporate application support, applying customer service principles and best practices.
• Capable of independent work.
• Thrives in a fast-paced environment and adapts to shifting priorities.
• Excellent verbal and written communication skills with a customer-oriented approach.

If You Bring These, Even Better!

• Experience in the insurance industry (highly advantageous).
• Salesforce Certifications
• Jira/Confluence experience

Life at Novidea

We hire people, not just skills. We encourage you to apply if you think this role is a great fit for you, even if you don’t meet 100% of the requirements.

Novidea is an equal opportunity employer. We believe that diversity is integral to our success, and we are proud of and committed to providing equal opportunity employment to all individuals regardless of race, color, religion, sex, sexual orientation, citizenship, national origin, disability, Veteran status, or any other characteristic protected by law.

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