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Willis Towers Watson

Client Support Center Analyst

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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