Client Support Center Analyst
Willis Towers Watson
Taguig, Manila
2d ago

The Client Support Analyst will serves as a functionally knowledgeable, technically savvy and customer focused individual.

This person will possess demonstrable and successful background understanding a client’s business requirements and providing product solutions.

Willis Towers Watson is looking for team members to support our Global Resource Center in delivering timely and focused support to our Talent REWARD application suite clients.

The Role

  • Provide technical and general application function / feature support for clients from e-mail, phone and customer portal inquiries.
  • Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements designed for Talent REWARD application suite clients
  • Comprehension of the configuration of Talent REWARD application suite
  • Communicate appropriate technical and business level to suite specific client issue
  • Tracks the progress of client incidents / tickets and communicates status to Team Coordinator or to GRC Client Services & Delivery Manager or to client as appropriate
  • Take ownership of all client interactions entering via the client support infrastructure, identify potential application issues, utilize appropriate follow-through, log all client interactions and escalate for resolution
  • Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication.
  • Assists in developing standardized work processes, tools, and methodologies that improve quality and profitability together with the Configuration, Product Development and Release Management teams
  • Learning and practicing efficient support delivery processes; contributing to the evolution of better solutions and documentation
  • Attends team or client meetings, conference calls, discussions as appropriate to present project deliverables or report project status
  • The Requirements

  • Experience with a technology support / help desk support including general understanding of IT and enterprise software application a plus
  • Bachelor's degree in Computer Science, Management Information Systems or related area
  • Experience in troubleshooting applications, networking, hardware and implementation is preferred
  • Experience in understanding and documenting technical solutions
  • Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate
  • Strong client service orientation
  • Working within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members
  • Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate
  • Familiarity with standard web front-end technologies (HTML, CSS, XML. etc.), JIRA, Webbased applications and tools a plus
  • Solid understanding of Internet technologies, web servers and web proxy servers
  • Self-motivated and ability to remain focused on assigned projects
  • Committed to quality and continuous improvement
  • Strong interpersonal skills
  • Structured problem solving and analytical thinking
  • Continuous improvement mindset increasing task efficiency and effectiveness with each product or service repetition
  • Must be willing to work on a shifting schedule
  • Must be willing to work during holidays and weekends
  • Equal Opportunity Employer

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