Application Support Specialist, Novidea

• Novidea is seeking a skilled and results-driven Technical Support Specialist to join our global support team
• 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

Desirable

• We are looking for an excellent Application Support Specialist to join our 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
• 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