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 prioritise an individual open case queue
Thoroughly document all cases and communications utilising 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.
Bachelor's degree in Computer Science or equivalent experience in product/customer support.
Relevant 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.)
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