The Production Support Specialist reports to the Senior Director, Production Support and is responsible for application production support and problem resolution as well as managing client relation.
The incumbent will provide incident support, perform escalation and drive problem resolution.
He or she will support root cause analysis and provide tactical and strategic solutions.
To fit this position, you have demonstrated to be a customer centric support professional who enjoys working with customers and their team to ensure they are getting the best results.
A DAY IN YOUR LIFE
Work with customer requests and tickets, multi-task and escalate tickets to the appropriate staff member and serve as primary liaison between the support team and the customer in daily operations
Solve client problems through effective listening skills, positive action, information gathering and/or ticket escalation
Exercise a good understanding of business processes and application usage to meet operational goals and perform client training
Coordinate release management activities
Maintain consistent communication with business stakeholders through the incident and problem resolution processes
Understand Key Performance Indicators (KPI), Service Level Agreement Metrics (SLA) and report outcomes to management
Occasionally perform Quality Assurance tasks for testing of new software versions
Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
DEC or Bachelor s degree
Strong analytical, multi-tasking and problem-solving skills
A client-focused, service-minded approach and a strong sense of urgency
Strong sense of organization and prioritizing
Excellent knowledge of English (spoken and written)
Able to provide 24x7 (on call) support on a rotational basis
NICE TO HAVE
Knowledge of the insurance industry is a strong asset
Degree in Computer Science, Information Systems or equivalent is an asset
