Customer Support Specialist

Job Description

Applied Systems, Inc., the worldwide leader in insurance technology, is currently searching for a Customer Support Specialist to join our outstanding IT Support team. This position is a highly visible role supporting strategic clients by managing IT-related work with precision, urgency and a strong customer focus.

This role oversees case intake, multiple queue management and project coordination using Salesforce and JIRA, ensuring efficient handling of requests while maintaining proactive communication with clients. Responsibilities include triaging and delegating support tickets, collaborating with Cloud teams, customers and internal stakeholders, refining workflows and processes, documenting Standard Operating Procedures, and assisting with IT project logistics.

As a subject matter expert, you will provide guidance to stakeholders and customers, raise escalations as needed, and ensure the seamless execution of initiatives. Strong attention to detail, process optimization and customer advocacy are critical in this role, ensuring clients stay informed and aligned throughout their journey with Applied Systems.

What You’ll Do

• Serve as the primary point of contact for clients, ensuring timely updates, acknowledging work requests, and maintaining sensitive communication. Advocate for clients, ensuring a proactive, client-first approach and prompt execution of all requests.
• Collaborate with case management and IT teams to oversee the intake of client submissions, ensuring efficient handling within Salesforce and JIRA. Manage work queues, prioritize tasks, and ensure compliance with established protocols.
• Work closely with Cloud teams to track the progress and completion of IT-related work, ensuring smooth execution from initiation to completion. Assist in managing incoming case submissions and JSM tickets via community integration forms, and coordinate project requests.
• Help manage logistics for IT projects, including TLS upgrades, Event Store Migration, Exchange Sunset, and other related initiatives.
• Assess and prioritize case submissions, delegating support tickets to the appropriate queues and ensuring timely resolution.
• Provide expertise to stakeholders and serve as a technical contact on agency calls, offering guidance and troubleshooting support.
• Collaborate with leadership to refine internal workflows and processes for handling IT requests and Community Form submissions. Contribute to the creation and maintenance of SOPs and procedural documentation in partnership with L&D support.
• Identify critical or escalated issues, raising them to leadership for prompt resolution.
• Maintain strong, clear communication with clients, understanding the importance of these interactions throughout the customer journey.
• Work with leadership to define priorities for IT resources and help coach teams to cross-train effectively.
  
  

What You’ll Need To Succeed

We’re looking for someone who:

• Can work remotely or from an Applied Systems office
  
  

Your experience should include some or all of the following:

• At least 3 years of experience in Customer Service or Support roles, preferably in tech or insurance
• Successful track record of working and thriving in a dynamic, fast-paced and changing environment that is results-oriented, collaborative and with a high degree of customer experience sensitivity
• Proven ability to effectively communicate with senior leaders and peers.
• Skilled at simultaneously managing both strategic initiatives and the execution of day-to-day deliverables
• Bachelor’s degree or equivalent work experience in the areas of Information Technology, Computer Science, or related disciplines
• We proudly support and encourage people with military experience, as well as military spouses, to apply
  

Additionally, you may have:

• IT Certifications
• Hands-on experience with Salesforce
• Experience with JIRA
  
  

What You’ll Gain

Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match
  
  

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off
  
  

Empowering Career Growth and Success – We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.

What We Value

We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance – safeguarding and protecting what matters most in people’s lives. And there is no more important job than that.

Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

Who We Are

Applied Systems is the leading global provider of cloud-based software that powers the business of insurance. Recognized as a pioneer in insurance automation and the innovation leader, Applied is the world’s largest agency and brokerage management systems provider, serving customers throughout the United States, Canada, the Republic of Ireland, and the United Kingdom. By automating the insurance lifecycle, Applied’s people and products enable millions of people worldwide to safeguard and protect what matters most. For 40 years, Applied Systems has led an industry we helped to create with a mission to continuously improve the business of insurance. From partnerships, acquisitions, and insurance innovation initiatives, Applied has focused on efforts to be the indispensable partner in our industry.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.