Join our team as a Global Technical Support Specialist, providing top-tier support for Broking Platforms and re-insurance applications, ensuring system efficiency and proactive improvement..
Location: Bangalore
Your future employer: The largest insurance broking company, with a strong business presence in insurance, risk management and consulting services with over 35,000 employees globally.
Responsibilities:
Provide global technical support for Broking Platforms, re-insurance applications, and related systems (MS Windows servers, MS SQL server databases, Workflow Manager application, and FTP tools).
Update ticket logs thoroughly within the Remedy call tracking tool, documenting customer communications, resolutions, and root cause analysis.
Collaborate with internal IT teams and external vendors to troubleshoot and resolve issues.
Install, test, and update software products, including applying patches and service packs.
Perform MS SQL Server database tasks such as monitoring, shrinking, attaching, detaching, and moving files.
Support infrastructure located in the UK and US.
Proactive Duties:
Collaborate with business, IT departments, and vendors to maintain and improve current systems.
Build and maintain strong relationships with business and IT associates.
Share customer feedback for process improvement.
Suggest opportunities for improvement in support and infrastructure monitoring.
Documentation:
Ensure accurate and timely updates to incident and problem records.
Contribute to the support knowledge base by creating and updating solution documents.
Key Outputs:
Achieve high levels of user satisfaction.
Meet or exceed agreed service level metrics.
Contribute to the reduction of incidents through root cause analysis and problem management.
Adhere to Change Management protocols.
Resolve incidents and problems within OLA and SLA.
Comply with published procedures and policies.
Produce meaningful, actionable reports on service quality.
Conduct post-incident reviews, problem root cause analysis, and corrective action plans.
Requirements:
Excellent customer service skills.
Ability to prioritize workload and handle business escalations.
2+ years of experience in a hands-on role supporting business application systems.
IT-related qualifications.
Experience providing support services to agreed SLAs and OLAs.
Understanding of technical IT issues for discussions with specialists.
Strong analytical and troubleshooting skills.
Ability to work independently and as part of a team.
Experience with Microsoft SQL Server databases and Windows servers.
Good communication skills, with regular use of phone, email, and instant messaging.
Desirable:
Knowledge of re-insurance business tools and Broking/Claims software applications.
Understanding of the Reinsurance/Insurance business.
Awareness of cloud hosting of infrastructure/software as a service.
Experience using Remedy or other call tracking software.
Experience in an ITIL environment and ITIL foundation certification.
Ability to independently apply production upgrades and support products and technologies.
Flexibility to work outside of core business hours at short notice.
What is in it for you?
Collaborative and supportive work environment.
Chance to work with cutting-edge technologies and global teams.
Reach Us:
If you are interested for this role you can reach me at mini.dang@crescendogroup.in
Disclaimer: Crescendo Global is specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status or disability status.
Note: We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated.
Profile Keywords: Technical Support, Broking Platforms, Re-insurance Applications, MS SQL Server, Windows Servers, ITIL, Remedy, Customer Service, Troubleshooting, Problem Management.