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Concirrus

­Concirrus’ vision is to put advanced analytics in the hands of every insurer. By unlocking the insights held in the vast datasets available to insurers Concirrus can improve risk selection, pricing, and management, ensuring a sustainable future for the sector. Today we have > 20 major customers and these customers outperform the market by > 10% on their combined loss ratio.

We’re a high growth Insurtech business with backing from insurance and deep tech investors, and offices in London, Delhi, Singapore, and Boston. We’re data scientists, innovators, entrepreneurs, designers, developers, and insurance specialists. We’re also guitarists, rally drivers, athletes, and art collectors. We’re an astonishingly diverse bunch with shared values and looking for talented individuals excited by our vision and ready for an adventure!

The Role

We are currently seeking a junior customer-facing Support Analyst to join our rapidly expanding London based team. Reporting into our Senior Product Support Engineer, this role is part of the Service Delivery team that provide 1st line support for all issues reported to the Service Desk and 2nd line investigation of incidents assigned to the Service Desk queue.

Major Responsibilities

• Perform L1 support and L2 investigation responsibilities as required, directing the customer through the whole life cycle of the issue.
• Handle production issues reported by customers and do the first level of investigation to find out what could be causing the issue to happen.
• Assess the severity of tickets and make sure they match with the defined severity criteria.
• Conducts thorough and systematic testing to ensure products or services meet quality standards and specifications
• Be the bridge between Sales, Customer Success and the Development teams, ensuring their time is utilised effectively.
• Enrich tickets before forwarding them to the Development teams, with causes, steps to replicate, and potential ways to resolve them.
• Perform regular ticket triaging and make sure we are within the SLA based on the severity of the ticket.
• Chase developer/engineering manager to get the status within the SLA.
• Provide customers with regular updates.
• Develop a deep functional understanding of the product in terms of how it works and what it does, in order to improve effectiveness while troubleshooting the application.
• Ensure smooth ad-hoc support for legacy customer tasks, prioritizing customer satisfaction and system functionality.

Key Attributes
Essential:

• Experience providing customer support for web-based and API-driven products or platforms.
• Working knowledge of REST APIs and API development tools like Postman.
• Working knowledge of UI and API debugging.
• Experience using ticketing tools, ideally Jira and Jira Service Desk.
• Demonstrates a strong process orientation and adheres to established protocols and procedures
• Excellent troubleshooting and problem-solving skills.
• Proactive with strong organisational skills and calendar management.
• Continuous learner and actively applies knowledge gained from courses and online learning
• Excellent all-round communication skills.

Nice to have:

• Working knowledge of No-SQL databases like Mongo DB and Elasticsearch.
• Working knowledge of AWS cloud.
• Working knowledge of Java programming language.
• Working knowledge of Docker.

Benefits

As well as the opportunity to work on projects that you enjoy in an environment you’ll love, we like to look after our team members at Concirrus. Here are some of our perks…

• Flexible, outcome driven, working environment.
• We pay competitively with regular pay reviews.
• Private medical insurance.
• Employee term life insurance.
• Learning & Development fund for all employees.
• 22 days annual leave plus public holidays.
• Monthly team drinks, birthday cakes and social events.
• Plus, we’re always on the lookout for creative ways to look after our employees and encourage them to come to us when they have an idea or need.