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Client Support Analyst

8 hours ago

Taguig, National Capital Region, Philippines WTW Full time

The Role

The Client Support Center is part of the Delivery group within the Willis Towers Watson Data, Surveys and Technology business, providing operations and client delivery support across different products and practices: Global Data Services, HR Service Delivery, HR Technology and Organizational Surveys & Insights. The Global Support Team is organized into four groups that enable us to leverage staff capacity and skills across multiple practices and offerings: Client Support Center, Application Support, Technical Support and Technical Operations.

Performance Objectives:  

Excellence

  • 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 
  • Comprehension of the configuration of the application suites 
  • 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

People

  • Communicate appropriate technical and business level to suite specific client issue 
  • Tracks the progress of client incidents/tickets and communicates status to Team Lead or to Global Client Support Manager or to client as appropriate

Clients

  • Ability to manage client's expectations/escalations by articulating clearly the team's constraints 
  • Demonstrates flexibility in adapting content and style to different audiences.  Shifts easily from "big picture" context to detail as required
  • Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication.

Financial

  • 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
  • Achieve support related productivity