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Novidea Logo Novidea · IT - Administration

Application Support Specialist

United Kingdom · Job Posted December 10, 2025
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Job Description

Novidea is looking for a skilled and results-driven technical support specialist. In this role, you will provide technical and functional application assistance to our customers and partners globally. Partner with R&D or other departments in order to provide immediate resolutions for even greater levels of customer satisfaction.

Job Responsibility

  • Providing exceptional service and support to Novidea's B2B customers across the UK and Europe via phone, Salesforce CRM, and video meetings
  • Engaging with customers to address inquiries, concerns, and requests related to Novidea's products and services
  • Gathering and analyzing customer information to accurately diagnose and resolve issues
  • 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
  • Troubleshooting and supporting Salesforce-based insurance solutions for enterprise customers
  • 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 support teams and other departments (Delivery, CS, Product, R&D, Implementations) to resolve customer issues efficiently
  • Working with diverse customers and businesses across the global insurance industry

Requirements

  • 2+ years of customer support experience in a software/SaaS environment
  • Proven experience supporting Salesforce-based applications
  • Salesforce Administrator Certification is required
  • Solid technical background
  • Experience in corporate technical support, applying customer service principles and best practices
  • Experience in the insurance industry (highly advantageous)
  • Adept at multitasking
  • Capable of independent work
  • Thrives in a fast-paced environment and adapts to shifting priorities
  • Strong problem-solving skills and ability to diagnose issues in a timely manner
  • Possesses the ability to critically evaluate and challenge existing business processes
  • Excellent verbal and written communication skills with a customer-oriented approach

Nice to have

  • Salesforce Certifications
  • Jira/Confluence experience
  • London Market Knowledge
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