We are seeking a detail-oriented and customer-focused individual to manage and resolve support requests via our online ticketing system, from the Lead Relationship Managers (LRM) mostly related to sales and client management. In this role, you will be responsible for promptly triaging incoming tickets into Level 1 and Level 2 categories, providing timely responses via email and chat, escalating complex issues to subject matter experts (SMEs) when necessary, and closely monitoring ticket progress to ensure resolution.

Key Responsibilities:
• Request Management:
    Monitor the online ticketing system for incoming LRM support inquiries and requests.
    Triage tickets as Level 1 (basic inquiries and standard requests) or Level 2 (more complex concerns requiring SME help or further investigation).
• LRM Communication:
    Respond promptly and professionally to inquiries via a request management platform
    Provide clear, accurate, and empathetic responses to resolve issues or provide guidance.
• Escalation & Collaboration:
    Identify and escalate complex issues to SMEs or higher-level support teams when necessary.
    Collaborate with internal teams to gather the information needed for request/issue resolution.
• Monitoring & Follow-up:
    Track the progress of each ticket, ensuring timely updates and closure – following agreed and communicated SLAs
    Follow up with SMEs and LRMs to confirm issue/request resolution and gather feedback for continuous improvement.
• Documentation & Reporting:
    Accurately document all interactions and resolutions in the ticketing system.
    Generate regular reports on ticket trends, resolution times, and customer satisfaction.
• Sales Support:
    Provide additional coverage for CRM management, lead generation or sales admin activities
    Familiarize self with the latest updates and trends on HWC services/products supported

Qualifications:
• Experience:
    Proven experience in email and chat support environments, preferably within a sales, customer service or technical support role.
    Familiarity with online ticketing/request management systems and CRM software is highly desirable.
• Skills:
    Excellent written and verbal communication skills.
    Strong problem-solving abilities and keen attention to detail.
    Ability to multitask and manage time effectively in a fast-paced environment.
    Demonstrated ability to work both independently and as part of a team
 

WTW is an Equal Opportunity Employer