Application Support Analyst – 1st Line

About us
Figtree Systems builds specialist insurance claims and policy management software used by around 70 clients across the UK, Europe and North America. As a wholly owned subsidiary of Constellation Software Inc. via its operating group, Vela APX, Figtree benefits from a strong corporate platform and international support.
About the role
This role is not general IT support - you won’t be fixing laptops, networks or email. You’ll be supporting the business users of our software: insurance and claims professionals who rely on it daily to manage claims, payments, letters and reporting.
This is a varied, hands-on role as part of a small, close-knit support team. You will be one of the people our customers turn to when they need help, taking ownership of application tickets. No two days look quite the same: you’ll resolve what you can yourself and work with the wider team on the trickier problems, building your product knowledge as you go.
As your knowledge grows, you’ll take an increasing role in supporting our customers and configuring systems. For the right person, this is a chance to build client relationships end-to-end, covering the day-to-day tickets, the client meetings and the pipeline of change work, rather than just working a queue.
What you’ll be doing
Investigating and resolving application support tickets: configuration queries, report and data requests, and defect investigation
Reproducing reported problems, performing root-cause analysis, and providing resolutions on your own initiative, or with the assistance of the UK or our R&D team.
Learning to configure our products – screens, fields, workflows, letters and reports – in order to resolve tickets and deliver small changes
Scoping change requests, raising quotes, and tracking approved work through to delivery
Communicating directly with clients in the UK, Europe and Canada: providing clear written updates, attending client meetings and working towards running them yourself
Maintaining our knowledge base and documentation as you learn
What we’re looking for
Educated to degree level in an IT-related subject, or equivalent experience
Experience supporting a business software application (e.g. insurance, claims, policy admin, finance, ERP, case management, or similar line-of-business systems), rather than desktop, hardware or network support
Comfortable working with data: investigating records, reading reports, strong Excel
Excellent written communication and confidence dealing directly with business customers
A methodical, persistent approach to getting to the bottom of a problem
Well organised, able to manage a busy queue and your own priorities
Self-motivated and able to work independently, using your initiative to move things forward
Bonus points (non-essential)
Insurance or claims industry knowledge
Report writers (e.g. BIRT), or exposure to APIs and scripting
Experience managing small change requests or chargeable work
Fluency in Danish or Dutch (spoken and written) would be a strong advantage.
What we offer
Pension
Private medical insurance (after successful probation period)
Salary – up to £27,000
Working hours and location
35 hours per week, Monday to Friday
Occasional out-of-hours work
A great life-work balance
Home-based, with travel required for client meetings and face-to-face team meetings

Work arrangement
Yes