Customer Support Representative

4 months ago

Victoria, Canada Acturis Full time

**About Acturis Canada**:
Acturis is a leading Software-as-a-Service provider for general insurance. Founded in 2000, we have grown exponentially over the past 20 years. To date, more than 95,000 individuals, in over 40 countries, use Acturis solutions to power their business, and our platform manages over $17bn worth of transactions every year. By working closely with brokers, insurers, and MGAs, we have helped to create and shape the insurance market of today. In 2019 we launched our system in Canada with exciting opportunities for growth in a new marketplace and our office is based in Victoria, BC.

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

***:
**Why Join the Acturis Team?**:

- Central location 15-minute walk from downtown Victoria with office patio
- Receive a competitive salary and annual performance-based reviews
- 20 paid holiday days each year (this is in addition to BC’s standard paid stats)
- 100% employer paid benefits after three months on the job
- Be eligible to participate in annual bonus and company share incentive schemes depending on performance and seniority
- Hybrid work schedule: work from home up to 3 days per week**. **During probation this will be full time in our Victoria Office.**

**The Position**:
As a **Customer Support Representative** in our **Power Broker** Support team, you will work to solve system user problems and resolve customer inquiries and issues. You will use a structured approach to troubleshoot technical problems and provide resolutions within defined service level timelines.

You will be given early responsibility for discrete projects and will receive structured feedback 3 times a year.

The annual salary for this position starts at **$47,500.00 **and will increase to** $50,000.00** after probation.

**What do the first three months on the job look like?**:
You will receive structured targets, regular feedback and an annual performance review. You will also follow a clearly defined career path that recognises personal development and contribution to the company.

As a Customer Support Representative you can expect to be responsible for:

- Learning internal and external systems to help solve internal and external networking issues
- Solving challenging technical problems using a structured and logical approach
- Helping our clients understand the possibilities for how they can use the highly configurable and complex Insurance System
- Identifying and gathering ideas for new functionality and services
- Supporting other teams in testing new releases of the Insurance System
- Managing, internal network systems for system users
- Performing diagnosis to identify networking issues
- Troubleshooting connectivity issues and network concerns

**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 attend courses funded by the company
- The Acturis management team run training sessions to pass on experience and best practice
- Experience providing excellent customer service
- An ability to work in teams and learn quickly
- Experience with Microsoft Office Suite and the ability to pick up new concepts
- Excellent communication skills
- Logical, well organised and practical
- Confident and eager to take responsibility
- Knowledge of SQL or similar scripting language
- Experience with networking and operating system architecture
- High school diploma
- Certificate or diploma in Computer Information systems preferred

The following attributes are highly appreciated but not required:

- Background or familiarity with the insurance industry
- Fluent or Proficient in French
- One year of experience in a helpdesk or similar role

**What happens next?**:
Think you’ll be a great fit for the Acturis Canada team? Here are what next steps could look like after you apply:

- A People Operations representative will schedule an introduction call.
- You will be invited to participate in two additional interviews with our Support Manager and our Canada Team Manager.
- References will be contacted and an offer will be sent your way

Acturis believes diversity drives innovation. We know that diversity also f

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