Senior Technical Support Specialist

Summary:

We are seeking a highly motivated and experienced Technical Support Analyst who can support our global insurance clients with complex modelling software.  You will lead a small global team of analysts, taking responsibility for line management and oversight of 2nd line support incidents.

In this role, you will collaborate closely with our engineering and service delivery teams to ensure our clients get the best possible service. Your advance troubleshooting and support skills will be crucial in resolving client issues and identifying areas of improvement.

This position is open to flexible and hybrid working arrangements, with presence in the Reigate office required two days per week.  Additionally, you will be part of an on call rota.

As a key member of our team, you will be supporting Radar, ensuring its effective implementation and utilization to drive business success. Radar is a comprehensive, end-to-end analytics and model deployment solution that helps insurers transform their pricing and underwriting processes. Licensed by over 500 companies worldwide, including 23 of the world's 25 largest insurance groups, Radar is trusted by more than 6,000 pricing and data scientists.

The Role:

• Act as a Subject Matter Expert to provide high quality complex technical support to our clients
• Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues
• Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner
• Contribute feedback, insights and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction.
• Engage in problem and knowledge management activities for our products
• Participate in our on-call rotation to provide support for critical issues
• Lead and mentor the team, including regular performance reviews and constructive feedback
• Oversee the day-to-day operations of the support team to ensure timely and effective resolution of customer issues. 
• Managing the team schedules to ensure required shift coverage across different geographical regions as well as an effective on-call rota. 

The Requirements:

• At least 5 years of experience as a Technical Support Analyst
• Gold standard client facing skills and passionate about delivering great support
• Familiar with supporting complex and bespoke software solutions
• Excellent problem solving and decision making abilities
• Experience using ITSM tools and familiarity of ITIL processes
• Strong interpersonal and teamwork skills with the ability to work effectively with a range of stakeholders
• Comfortable with supporting clients in both on-prem and SaaS environments
• An understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals and Windows.
• Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)
• Experience coaching and mentoring colleagues

Other desirable but not essentials skills including

• Leadership experience
• Programming knowledge
• Knowledge of the insurance industry

Equal Opportunity Employer

At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.
 

 (ICT_TECH ED_2023_05)