Client Support Analyst

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

The Requirement

• 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, Web-based 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

WTW is an Equal Opportunity Employer