Customer Support Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇭🇷 Croatia – Remote

💵 €24k - €30k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Buckhill Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🛡️ Insurance

🤝 B2B

SaaS • Insurance • B2B

Buckhill Software is a specialist insurance technology company delivering an integration-first, cloud-based core insurance platform (C2MS) and complementary products — including policy administration, claims administration, billing, quote-and-bind, underwriting workbench, and identity & access management. The company targets the London Market, Lloyd’s participants, brokers, MGAs and global insurers, offering API-first architecture, partner ecosystem integrations, AI-driven data validation/insights, and services such as bespoke development, product digitisation, rating automation, and legacy migration. Buckhill positions itself as a B2B SaaS provider enabling insurers and brokers to modernise operations, streamline underwriting and compliance, and connect partner services across regulated insurance markets.

📋 Description

• Prioritize, triage, and escalate client inquiries, issues, and incidents according to defined SLAs. • Organize and conduct technical client training. • Create and maintain client-focused documentation. • Maintain accurate, up-to-date client data and communicate it to internal teams. • Establish and maintain client relationships by attending meetings, understanding needs, and proposing solutions aligned with Buckhill’s offerings. • Organize and lead scheduled customer support meetings. • Document and distribute meeting minutes. • Maintain and share knowledge of company products and services. • Participate in ad-hoc client support and educational calls. • Maintain knowledge of client businesses and communicate it internally. • Promote use of the self-service knowledge base. • Use AI-powered tools for ticket triage, knowledge-base search, response drafting, documentation, meeting summaries, and client reporting. • Explain Buckhill’s AI-driven automation behavior and distinguish automation exceptions from genuine product defects. • Identify recurring ticket patterns and manual processes suitable for automation or knowledge-base improvements.

🎯 Requirements

• At least 3 years of experience in customer support or client-facing roles, preferably in PaaS or technology environments. • Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. • Strong organizational skills and ability to manage multiple tasks simultaneously while maintaining attention to detail. • Proven ability to understand technical products and explain complex concepts to clients in clear, accessible language. • Commitment to data accuracy and maintaining high standards in client record-keeping. • Self-motivated and able to work independently in a remote-first environment. • Strong problem-solving skills with a proactive approach to identifying and resolving client issues. • Ability to remain calm and professional under pressure, particularly when handling escalated issues or difficult client interactions. • Ability to use AI-powered support tools and review/edit AI-generated drafts for accuracy and tone. • Working understanding of AI-driven automation, including automated underwriting, intelligent claims workflows, and exception handling. • Ability to maintain data confidentiality when using AI/automation tools.

🏖️ Benefits

• Option for remote work • Continuous learning opportunities • Investment in employee growth • Remote-first work environment • Global, diverse, and multicultural team