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Senior Technical Support Specialist

2 months ago

Philadelphia, Pennsylvania, United States ASB Resources Full time
Job Summary

We are seeking a highly skilled and experienced Technical Support Specialist to join our team at ASB Resources. The ideal candidate will have a strong background in IT and a proven track record of providing exceptional technical support to end-users.

Key Responsibilities
  • Technical Support
    • Provide first-touch technical support for various applications used by the Legal and Compliance team.
    • Analyze support issues and develop solutions that adhere to best practices.
    • Collaborate with development resources for complex and large issues.
    • Maintain timely communication with end-users throughout the resolution process.
  • Project Management
    • Serve as a Project Manager on mid to large projects.
    • Coordinate all phases of the System Development Life Cycle activities of the team.
    • Work with end-users to gather requirements for new applications or features.
    • Conduct testing and monitor production implementation.
  • Documentation and Training
    • Create communications and user guides to help understand and adoption of new and existing applications and features.
    • Conduct live and/or recorded training sessions for users as needed.
    • Facilitate project team meetings, including agendas, meeting minutes, and action items.
  • Documentation and Maintenance
    • Create and maintain completed projects and system-related documentation in a well-organized process.
    • Create and maintain documentation on day-to-day support, maintenance, and troubleshooting processes.
    Requirements
    • Bachelor's degree in Information Technology, MIS, or equivalent combination of education and experience.
    • 0-2+ years' experience in Systems Analysis, Project Management, or other relevant experiences.
    • Proven experience working with Microsoft products, including Excel, PowerPoint, Visio.
    • Strong Project Management skills, including organizational, multitasking, and prioritization skills.
    • Experience with and knowledge of Onit applications and Liquid programming language preferred.
    • Excellent written and verbal communication skills.
    • Ability to reduce ambiguity in requirements and communication.
    • Strong analytics and problem-solving skills; strong attention to details.
    • High degree of collaboration skills.
    • Knowledge of the Insurance Industry and/or Insurance Industry IT processes and system development a plus.