Job Description

– Offer first-level support to end-users by troubleshooting and resolving issues related to insurance operations and financial services applications. Ensure timely resolution of incidents in line with service level agreements (SLAs).

– Utilize basic SQL queries and scripting skills to analyze, diagnose, and resolve application issues. Support database management tasks and assist in data extraction and reporting.

– Work closely with internal teams, including development, QA, and IT operations, to escalate and resolve complex issues. Use Microsoft Office Applications and collaboration tools to document processes, create reports, and facilitate communication.

– Assist in creating and updating user manuals, knowledge base articles, and training materials. Provide training sessions to end-users on new features, best practices, and troubleshooting steps.

– Log and track incidents, problems, and service requests using the company’s ticketing system. Perform root cause analysis to prevent recurring issues and contribute to continuous improvement initiatives.

– Liaise with clients to understand their needs, address their concerns, and ensure high levels of customer satisfaction. Support client visits when necessary, providing on-site assistance and technical guidance.

– Adhere to industry standards, company policies, and regulatory requirements, particularly in the areas of insurance and financial services. Ensure that all application support activities maintain data security and compliance with relevant regulations.

Qualifications

• Bachelor’s Degree

• At least 1 experience as an Application Support or any related IT related job experience

• Application Support or Tech Support experience

• Proficient in SQL and Scripting

• Experience in programming languages used in scripting

• Working knowledge of Microsoft Office Applications and collaboration tools

• Knowledge (Certification – Technical, Product, Industry, etc.):

– Insurance Operations

– Financial Services