The Role

Act as a Subject Matter Expert to provide high quality complex technical support to our clients Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues. 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. Participate in problem management activities for products and services where you are a Subject Matter Expert. Take the initiative to identify opportunities to bring support closer to the client and to make it more accessible. 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:

Experienced senior technical support analystGold standard client facing skills, passionate about delivering great supportFamiliar with supporting complex or bespoke software solutionsComfortable with supporting clients both in on-prem and SaaS environmentsAn understanding of both on-prem technical landscapes as well as cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals and windowsAble to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)Great organisational skills and a self-starterExperience using ITSM toolsStrong interpersonal skills, with the ability to work effectively with many stakeholdersSolid verbal and written communication skills, and the ability to present technical information clearly and concisely

Other highly desirable, but not essential skills are:

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

WTW is an Equal Opportunity Employer