Technical Specialist Support Analyst

The Role

We are seeking a skilled Technical Specialist Support Analyst to join our team based in Manila. The ideal candidate will be an excellent communicator with strong problem-solving skills, sense of ownership and a track record in providing fantastic support for complex enterprise software solutions within diverse IT ecosystems (on-premise, SaaS).

You will be joining Insurance Consulting and Technology (ICT) at an exciting time of transformation as we work on improving the delivery of value for customers and the business. You will utilise your advanced problem solving and support skills to identify and provide resolutions to a diverse range of complex technical problems for our wide range of international clients.

You will be embedded within a product family and work closely with the engineering delivery teams to provide a high level of client support to users of the supported software applications.  You will also help to identify areas of improvement in either the products or support processes to improve overall customer satisfaction. Collaboration with technical and product team members will be key, to not only increase your knowledge but be able to provide the best resolutions to our clients.

• Act as a Subject Matter Expert for at least one product or service
• Provide high quality complex technical support to our clients and also internal colleagues
• Use your judgment, creativity, and sound technical knowledge to obtain and recommend resolutions to issues
• Identify, document, and report supportability, reliability, and maintenance issues
• Opportunity to mentor team members and oversee the assignment and progression of tasks
• Identify common issues and queries and document as Knowledge Base articles for easier and quicker resolution of future occurrences
• Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner
• Engage in problem management activities for products and services that you are an SME for, taking the time and looking for opportunities to move support closer to, and make it more accessible to, the client
• Contribute to exploratory testing and other QA activities within the product family as time allows, to further expand knowledge of the supported applications and gain a solid understanding of upcoming features
• Work with the Product team to help identify application enhancements that will improve the user experience and further facilitate the support process
• Participate in our on-call rotation to provide support for critical issues

The Requirements

The essential skills/experience for this position are:

• With a minimum of five years experience in Technical Support including prior roles in Application/Software Support equivalent to L2 support 
• Experienced senior technical support analyst
• Familiar with supporting complex and/or bespoke software solutions
• Comfortable with supporting clients both in on-prem and SaaS environments
• Gold standard client facing skills, passionate about delivering great support
• An understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals,
• Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)
• Great organizational skills and a self-starter
• Experience using ITSM tools
• Strong interpersonal skills, with the ability to work effectively with many stakeholders
• Solid verbal and written communication skills, and the ability to present technical information clearly and concisely

Other highly desirable, but not essential skills are:

• Programming experience
• Technical qualifications (Azure certifications, ITIL, DevOps etc.)
• General knowledge of the Insurance Industry 

WTW is an Equal Opportunity Employer