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 Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner Contribute feedback, insights and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction. Engage in problem and knowledge management activities for our products Participate in our on-call rotation to provide support for critical issues

The Requirements 

At least 3 years of experience as a Technical Support AnalystGold standard client facing skills and passionate about delivering great supportFamiliar with supporting complex and bespoke software solutionsExcellent problem solving and decision making abilitiesExperience using ITSM tools and familiarity of ITIL processesStrong interpersonal and teamwork skills with the ability to work effectively with a range of stakeholdersComfortable with supporting clients in both 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 Windows.Able to read, follow and understand scripting languages (PowerShell, Python, T-SQL etc.)

Other desirable but not essentials skills including

Programming knowledgeTechnical qualifications such as Azure certifications and ITILKnowledge of the insurance industry

WTW is an Equal Opportunity Employer