Customer Support Technician

Job Overview Team: Customer Experience

Location: hybrid from the Belfast office (1-2 times a quarter, remote otherwise)

Opportunity for Impact Applied is where insurance technology gets reinvented, and we build it fast. Our cloud software and AI-powered solutions reach thousands of agencies and brokers worldwide, setting the pace for what modern insurance can do.

We’re looking for a Customer Support Technician to join our Customer Experience Team . In this position, you will assist our valued customers via telephone, internet chat and email with any question or problems they may have regarding our insurance software products, hardware, or any other products purchased from our company. This is a diverse and dynamic role requiring a high degree of attention to detail, ability to prioritise tasks, excellent problem-solving ability and excellent phone and people skills. You will provide friendly, informed, and efficient customer service primarily via telephone and email with some instant chat.

What You’ll Do

• Own support tickets end‑to‑end; primary customer contact
• Deliver fast, high-quality support across all customer interactions
• Manage and document multiple cases; keep customers informed
• Escalate issues when needed to drive quick resolution
• Collaborate with team and build product expertise; support updates

What We’re Looking For

• 1-2 years Customer Support experience (Technical Support an advantage)
• Basic knowledge of IT Infrastructure
• Strong customer service focus with experience communicating with customers via, telephone, email and chat
• Strong administration and organisational skills to ensure effective and timely delivery of services
• Knowledge of MS Windows operating systems

Bonus points if you also have:

• Experience with service focused CRMs (Salesforce/Zendesk)
• Exposure to Bug Management and Triage Processes
• Understanding of the Software development cycle and SQL would be an advantage

Talent shows up in a lot of different ways, and we mean that. We welcome candidates from all backgrounds and experience levels, including military members and their spouses and those without a traditional degree or tech background. If this role speaks to you, apply.

Why You’ll Like Working on Team Applied The best work happens when smart people move fast, together. For over 40+ years, Applied has built technology that solves real problems for insurance professionals - and we’re still pushing what’s possible.

You’ll be part of our people-first culture built on trust, inclusion, and growth - where you’re supported to deliver, collaborate with teammates who care, and grow with leaders invested in your success.

How We’ll Support You We invest in the whole person, not just the role. Our benefits and resources are built to support your health, your time, and your life outside of work:

• Private Medical Insurance, including Dental and Vision
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Your Security Matters Our candidates’ personal information and online safety are top of mind. Applied communicates with candidates only via a secure @appliedsystems.com email address or through our official careers portal. Recruiters will never request payments or ask for financial account or sensitive personal information like Social Security numbers.

Background Checks Employment is contingent upon successful completion of applicable pre-employment background checks and verification processes.

AI Utilization We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, final decisions are always conducted by real humans.

EEO Statement Applied Systems is proud to be an Equal Employment Opportunity 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.