JOB PURPOSE

Responsible for delivering end-to-end support on application systems and solutions in accordance with service level agreements. By partnering with end-users and other Digital Transformation (DT) teams, the job ensures that all incidents are analyzed, resolved, and reported back within the promised timeframes.

ROLES & RESPONSIBILITIES

Customer Satisfaction

• Responds to application systems-related queries/issues/problems and provides prompt/timely support that meets service level agreements (SLA) in order to achieve customer satisfaction. 
• Provides alternative solutions, suggestions & work-around to issues/problems raised by the end-user when not readily available in the systems.
• Keeps a comprehensive and up to date database of service tickets and resolutions to reflect status and/or closure of issues/problems.
• Provides regular and adhoc reports for customers, management and regulatory bodies, as may be required.

Systems Analysis

• Troubleshoots, analyzes and resolves application systems-related issues in accordance with SLA &/or agreed timelines.
• Partners with the other DT teams and client/end-users to discuss the impact of incidents on business and services.
• Recommends and leverages automation to decrease overall system deployment and support cycle time.
• Keeps up to date with application systems, technology, business process and management practices through training, seminars and the like.

Communication

• Communicates status of issues on a regular basis to customer until completion.
• Routes &/or escalates application system-related issues, concerns or problems to appropriate IT personnel &/or sections, as deemed necessary. 
• Provides reports to the Solutions Support Lead on status of tickets and activities. 

QUALIFICATIONS

• Graduate of a bachelor’s degree course, preferably Computer 
• Excellent analytical and problem-solving skills. 
• Ability to prioritize and quickly resolve issues.
• Ability to stay calm when customers are stressed or upset.
• Strong customer service ethic.
• Knowledgeable in PL/SQL is an advantage.
• Preferably with Insurance business knowledge.
• Experience working with customer support is an advantage.

Please refer to job description.