Willis Towers Watson Technical Support Analyst in Taguig, Philippines

Technical Support Analyst

Date Posted: May 18, 2018

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JOB DESCRIPTION

Supports the delivery of the agreed upon service to the client(s). Provides call center/ customer service support. Predominately inbound customer service calls (though may entail outbound calls for follow-up). Responsible for upholding the Service Level Agreements (SLAs) and achieving a high level of client satisfaction. Work closely with the Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s).

The Role

Responsible for customer contact and resolution of technical problems related to Pensions Administration System. Apply your technical skills as a member of a focused, technically competent Customer Support team that prides themselves on excellence. This position requires a passion for problem solving, and the ability to learn new concepts quickly.

  • Experience of supporting Pensions and/or Insurance based system highly desirable

  • Efficiently troubleshoot and resolve complex problems in a highly technical environment. Customer issues may be related to database performance, code defects, application configuration, networking, platform and hardware configuration, etc.

  • Researches and resolves internal and external user reported issues related to a product or discipline. Gather data, tests and replicate problems. Answers questions related to configuration and operation by testing, reviewing code and/or configuration data (if available) and reviewing documentation

  • Use diagnostic tools and/or run tests to resolve problems quickly and accurately.

  • Consults with and coordinates the efforts of other technicians to resolve customer issues and questions in a timely manner

  • Must be able to manage time and prioritize an individual open case queue

  • Thoroughly document all cases and communications utilizing a case tracking system

  • Regularly update customer and/or business stake holders on ongoing troubleshooting and resolution efforts.

  • Document and report application defects to Development teams and influence change by way of software or procedural enhancement where appropriate.

  • Develop and maintain effective relationships with Development teams and customers

  • Participates in technical training programs and self-directed learning. Stays informed of new technology.

  • Will be responsible for application software delivery and troubleshoot failure of installations.

The Requirements:

  • Bachelor’s degree in Computer Science or equivalent experience in product/customer support

  • 3+ years strong technical and troubleshooting experience, including the ability to work under pressure and “think outside the box”, diagnose log files, simulate problems, etc.

  • Strong Unix and Oracle Database experience.

  • Language Knowledge – SQL & Unix Shell Scripting

  • Platform Knowledge (Unix, Windows, Apache Web Server Configuration etc.)

  • Strong problem solving skills.

  • Strong time management skills.

  • Strong interpersonal, written and oral skills.

  • Experience on the following is a plus:

Programming skills

Language Knowledge – PL/SQL, Perl, Python

Nginx

Red Hat

DevOps

Containers (Docker)

The Company

Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas – the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.

Willis Towers Watson is an equal opportunity employer

Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Equal Employment Opportunity: Know your rights at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

Unsolicited Contact: Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.

Apply

Not ready to Apply? at https://willistowerswatson.avature.net/WTWTalentNetwork

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JOB SNAPSHOT

  • Location:Taguig, Manila, PH

  • Date Posted:May 18, 2018