| Urgent need - Client Application Specialist - Remote at Remote, Remote, USA |
| Email: [email protected] |
| From: Ben, Spar [email protected] Reply to: [email protected] Job Title: Client Application Specialist Job Location:- Remote (Candidate needs to work at CST Time Zone- Generally CST, could start a little early in the day, before 8:00 AM CST or work a bit later than 5:00 PM CST . Client will spread out the day amongst staff to get a little more coverage than just 8 AM to 5 PM CST, but only by a few hours on either side. Duration: 6-12+ months Open to C2C/W2 Client is looking for a Client Application Specialist who can handle following responsibilities: Provide in depth application support to business partners and team members with a target of 50% first call resolution on all assigned tickets. Participate in client-facing discussions as a subject matter expert on the general functionality of the system and software. Documentation and contribution of 1-2 process improvements per year in the area of Client Application knowledge or Client Support. Provide business application support to business partners and team members in the areas of functionality, system access, content management, and consumer notifications for complex application systems. Professionally manage all consumer discussions post implementation, acting as a consumer advocate and liaison between consumers and the product support offered by Global IT, subject matter experts and application service team members. Apply proper change management protocols for all production moves, including ticket creation, communications, approvals, rollback procedures, test evidence, and support. Continuous learning to better know the customers/consumers, develop and maintain effective business relationships. Continuous learning at a generalist level that evolves with new features/functionalities within the applications. Coordinate efforts associated with third-party evidence provider changes. Ensure customer service excellence by consistent communications, root cause analysis documentation, and process improvements. Provide training and guidance to team members and business partners as required. Comply with standards for all technical and business operations defined. Maintain regular and predictable attendance. Performs other duties as assigned. Experience and Skills Required: 8-10 years of client-facing experience in, or related to, application services, an IT Service Management role, or IT Operations support function Must be available to meet schedules of a global operation by being available for off hour meetings and on call rotation. Ability to understand business functions associated with the consumer experience and relay business priority for requests or issues. Ability to be flexible when needed, take initiative, and demonstrate accountability Advanced oral and written communication skills demonstrating client-facing ability to share and impart knowledge Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions Intermediate investigative, analytical, and problem-solving skills Advanced interpersonal skills Ability to set goals and handle multiple tasks, clients, and projects simultaneously; Ability to appropriately balance priorities, deadlines, and deliverables Ability to work well within a team environment and participate in department/team projects Ability to balance detail with departmental goals/objectives Ability to foster customer service quality Ability to translate business needs and problems into viable/accepted solutions Basic negotiating and persuasion skills Ability to develop reports and analysis documents using various tools and techniques Basic knowledge of ITIL and/or ITSM processes and best practices 5+ years of IT Support, Call Center Experience, Process Management Experience Underwriting or Insurance industry knowledge Oral and written multi-lingual skills Knowledge of risk assessment process and methods Keywords: access management information technology wtwo Urgent need - Client Application Specialist - Remote [email protected] |
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| Wed Jul 24 22:12:00 UTC 2024 |