Role Summary:
Act as primary point of contact for AWD application support queries or problems. The areas covered by this role include incident/request/ task management, problem management, vendor management, service transition and delivering service improvement initiatives.
The successful applicant will be required to work within a team structure, in delivering a high value service and in driving service improvements that will provide benefit to the entire user base.
Support is provided to Operational users across multiple sites namely - Ireland, Luxembourg, Canada, Boston, UK, Singapore, Toronto, Japan, Hong Kong, India at present.
Candidate should have a positive ‘can do’ attitude, eager to support colleagues and contribute to the success of your team, department and wider organization.
Responsibilities:
- Act as point of contact for incidents/requests relating to AWD application and surrounding products. Investigate and analyze these issues and resolve in a timely manner
- Ability to assess customer needs effectively and ensure these are responded to accurately, professionally and in a timely manner in line with the process
- Monitor and maintain ticket logging tools and mailboxes and assist with any maintenance and changes that impact on such services
- Act as link between TA and relevant technical support teams for all AWD application
- Escalate issues where required to ensure appropriate resolution is achieved
- Participate in calls with vendors to advance ticket resolution in a timely manner
- Ensure appropriate support documentation exists for supported application
- Provide an excellent level of high value customer service and proactive engagement including progressing calls with Operations to close out any urgent items
- Review and identify any reoccurring issues and ensure there are short and long term solutions in place
- Contribute to the bug fix process with documenting the issue to support testing reviews
- Assist with coordinating any IT maintenance / change event that may need to be supported
- Own and drive complex / critical incidents with vendors and ensure timely solution. Perform problem solving analysis at a high level
- Raise incidents and requests with vendors (where required) via the appropriate ticket logging tool and with the required level of detail and at the correct priority level
- Provide weekly/monthly updates on all open incidents using reporting functionality
Qualifications:
- Communicative English (min B2) – support to be provided to English speaking teams
- Advanced Problem Solving
- Good Communicator
- Strong customer service focus
- Team player and motivator
- Flexibility within a multi-task environment
- Commitment and reliability
- Solution oriented
Additional Skills Required:
- Technology knowledge/skills
- Detailed working knowledge of MS Excel and Word would be an advantage
Working Hours:
- Support to be provided between 9-17 or 10-18
- Up to 1 working weekend each month (rotation basic within team)
We offer:
- Employee savings plan
- Premium life insurance package
- VIP medical package
- International operating environment
- Language classes
- Soft skills trainings
- Technical workshops
- Development sessions with a mentor
- Diversity of opportunities across a range of challenging and highly complex activities
- Technical or leadership career pathway
