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Sr Support Specialist

3 months ago

Minneapolis, Minnesota, United States Aon Full time
Aon is looking for a Sr. Technical Support Analyst

As part of an industry-leading team, you will help empower results for our clients by providing responsive, accurate, and professional technical support across our complex reinsurance software product suite.

Job Responsibilities:

As part of the Reinsurance Analytics Product Innovation and Development (RAPID) team, you will be in an integral part of ensuring that our clients and colleagues are able to access, use, and derive value from our varied software product offerings. This position starts as a technical support role but will evolve into business analysis, technical analysis, product management, and/or project management depending on the desired career path of the selected candidate.

  • Provide technical support on over 20 different software applications
  • Manage and triage the support queue during the US day
  • Ensure tickets are handed off to oncoming personnel in a consistent and accurate manner.
  • Responsible for the creation of training, technical, and procedural documentation
  • Responsible for the creation, implementation, and execution of training programs
  • Ensure product feedback is succinct, documented, and distributed to the appropriate product owners and product managers
  • Contribute to software communications and product updates
  • Become a source of knowledge and insight within the team
Required Experience & Skills
  • 3-5 years of relevant support operations experience.
  • Must have administrator-level experience of the Zendesk support platform.
  • Ability to quickly learn software programs of a complex nature.
  • Strong attention to detail and work ethic with a self-starter's mentality.
  • Excellent interpersonal skills and ability to collaborate well with others externally and internally. Well-rounded communication skills and ability to interact with variety of audiences.
  • Strong organizational skills including the ability to manage multiple assignments, work well with minimal supervision and meet deadlines in a timely manner.
  • Experience in Insurance and Reinsurance a plus.
Education:
  • Bachelor's degree (BA/BS) in Management Information Systems, Computer Information Systems, Computer Science, other similarly technically oriented major preferred, or equivalent experience.
Preferred Software Experience
  • VMWare
  • SQL Server
  • Windows Server
  • Windows 10
  • Citrix
  • Any DBA software
  • PowerShell
  • Zendesk,
  • Azure DevOps
  • MS Office Suite, Windows 10
  • SSMS or similar
  • SQL, PowerShell, VBA
  • Windows Server 2012+
  • Mapping software
  • Citrix
  • NetApp or EMC SAN
  • Veritas BackupExec or Netback
  • Any server/file share monitoring software.

We support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email

For positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position is $85,000 to $109,000 annually. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted to reflect applicant's geographic location.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon's discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, or domestic partner status. Aon is committed to a diverse workforce and is an affirmative action employer.