Summary and Purpose                              

The Whitespace Platform went live in August 2019. It is a truly digital platform used by brokers and underwriters in the London market to agree the terms of insurance contracts, including writing and signing lines and issuing endorsements.

You will be joining a growing team of Support Analysts who provide high quality support to our ever-growing customer base. As well as supporting our customers, you will use your Insurance experience to give guidance to and share knowledge with your team members.

The role will normally be based in our office in Bishopsgate, London, although at present the team is also working from home. Part-time working remotely can be accommodated. The Support Desk operates on a rota system between 8am and 7pm Monday to Friday.

Main Duties

• Have a detailed understanding (including the rationale and benefits) of & be proficient in executing and adhering to team processes
• Provide reliable, high quality support to our customers for the Whitespace Platform and other applications, accurately logging and tracking issues and communicating with customers. You will be working with customers via phone, web and email, and occasionally face-to-face. You may also be asked to add to and update our growing knowledge base
• Work with customers on authentication, SSO and Azure issues
• Drive service improvements, team skill levels, operational efficiency initiatives and client results upwards, including process definition, documentation and deployment to the rest of the team
• Assisting in the identification of opportunities to adjust and automate processes, so that customers can resolve queries and issues without needing intervention by the Whitespace team
• Understand and diagnose data problems on the system, working with scripting languages and JSON data 

Other Responsibilities

• Assisting our busy teams of analysts and developers in maintaining and resolving issues in the development and test environments