IT Customer Support Analyst
3 weeks ago
*Majority of this job will be emailing people to help them solve technical issues*
Responsibilities:
- Provide application support to internal users under close supervision.
- Apply analytical and technical problem-solving skills to triage user incident tickets.
- Utilize ticket systems (Remedy, ServiceNow, Jira) and knowledge bases.
- Analyze low to moderate complexity technical and business problems using general knowledge of industry, business operations, products, processes, data, architecture, vendor integration, and application connectivity.
- Notify end-users of real-time issues within the environment.
- Collaborate with more senior team members and other support teams to identify defects and user impact.
- Seek to understand new functionality being implemented for monthly releases.
- Identify opportunities for continuous improvement.
- Adhere to metric-driven objectives, including time to resolve and the number of closures per day.
- Participate daily in all required team and support group meetings.
- Experience with Mainframe, Guidewire Suites, NexThink, AppDynamics, and/or Splunk is a plus.
- IT experience, 1-3 years of Insurance experience preferred
- Customer Service
- Insurance experience preferred.
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