Product Service Support Analyst

Full Time London Greater London IT Job Pro UK

This job would be ideal for an experienced claims handler in the claims insurance space who is seeking to move to a slightly different career track. Previous experience in client account support, managing customer requests, systems implementation/configuration, and resolving customer issues/service requests would be extremely advantageous.

The primary duties of this role are:

* Build strong relationships with colleagues and customers

* Gain in-depth knowledge of clients’ workflow, business infrastructure, , and market needs.

* To be the subject matter expert on Xactware solutions for the customer.

* To work with sales, account managers and product experts/developers to successfully complete implementation and configuration projects for the customer.

* Support account managers to maximise the value gained from Xactware’s solutions and to develop understanding of key benefits; introduce new functionality, recommend process review; analyze support issues and advise on market trends.

* Participate in Client review meetings and prospect sales pitches, which will include presentations and demonstrations.

* Supporting customers across UK and Europe to ensure customer satisfaction and resolution of all post-sales issues: technical or non-technical.

* Working with Client Support Analysts and Account Managers (UK) and Product Specialists (US) to manage setup, implementation and configuration.

* Manage problem management and product enhancement tickets via Jira keeping key stakeholders informed of progress.

* Manage tickets for new product development and features, including working with development teams on delivery – keeping key stakeholders informed of progress.

* Complete all special projects and other duties as assigned.

* Self-motivated. Must be able to perform duties independently

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