Application Support Specialist

Africa Specialty Risks (ASR) is enabling sustainable economic development by fulfilling unmet insurance needs. Our platform provides local underwriting expertise, an unparalleled distribution network and access to global capacity.

Founded in the heart of Africa and with offices across the continent and the Middle East, we provide regional market knowledge, data insights, and technical proficiency for capital partners who are looking to increase their presence in growth markets.

We also participate on each and every risk we underwrite with balance sheets in Bermuda, Mauritius and through Syndicate 2454 at Lloyd’s. ASR is committed to accelerating business growth by providing customised service and innovative insurance products to enable development.

Role Purpose

The Applications Support Specialist is responsible for providing technical and functional support for the company’s software, platforms, and business solutions.

The role ensures that customers, internal users, and stakeholders receive timely and accurate assistance to maximise solution performance, resolve issues, and enhance user satisfaction.

The specialist is also responsible for formalising, prioritising, and delivering product features that align with business objectives, working closely with implementation teams and business owners to troubleshoot, document, and improve solution capabilities.

Role Responsibilities

Customer & User Support

• Provide first‑line support for applications‑related incidents and service requests (e.g., user onboarding/offboarding, account closures, password management, how to queries).
• Diagnose, troubleshoot, and resolve technical or functional issues.
• Communicate clearly with users via email, chat, or ticketing systems.
• Escalate complex issues to senior support, development, or vendor teams when required.

System Monitoring & Maintenance

• Monitor applications’ performance, integrations, and data flows.
• Identify recurring issues and collaborate with technical teams to implement permanent resolutions.
• Assist with applications updates, patching, and release validation activities.
• Incident & Ticket Management
• Log, track, and document all issues within the ticketing system.
• Maintain SLA compliance and provide regular updates to stakeholders.
• Ensure tickets are closed appropriately with accurate root cause information.
• Documentation & Knowledge Management
• Create and update troubleshooting guides, FAQs, and knowledge base articles.
• Document technical procedures and support processes.
• Deliver training sessions for internal teams or end users.
• Stakeholder Engagement
• Act as the main point of contact between ASR business stakeholders and IT (ASR IT & Vendor).
• Gather requirements, manage expectations, and communicate updates to ensure alignment.
• Facilitate discussions to resolve issues and prioritise competing demands.

Collaboration & Continuous Improvement

• Partner closely with IT Development, QA, Data Engineering, BI and Infrastructure teams to validate business requirements and solutions changes.
• Provide feedback to enhance application functionality and user experience.
• Participate in Application Testing, UAT, and Production Release activities (pre/post release).

Skills & Experience

Essential

• Proven experience supporting finance applications (General ledger, Technical ledger, journal posting, etc.)
• Bachelor’s degree in IT, Computer Science, Engineering, or equivalent experience.
• 1–3+ years’ experience in technical support, application support, or solution support.
• Strong troubleshooting ability and analytical thinking.
• Familiarity with APIs, databases (SQL), cloud platforms, or enterprise applications.
• Experience using ticketing/support systems.
• Excellent communication skills and a customer focused approach.

Desirable

• Knowledge of ITIL practices.
• Experience working with SaaS environments or enterprise business solutions (ERP, CRM, HRIS, etc.).
• Certifications such as ITIL Foundation, Microsoft, AWS, or similar.

Key Competencies

• Problem solving and critical thinking
• Attention to detail
• Technical curiosity and willingness to learn
• Effective team collaboration
• Time management and prioritisation