SUMMARY

The Application Support Analyst is responsible for first line support of Ventiv Technology’s Risk Management Information Systems (RMIS). We are looking for a candidate to support users, resolve issues, and triage cases for second and third line support. They must be able to work well within the team and with other colleagues in Ventiv to resolve client issues. We are looking for a candidate who is proactive and uses their initiative to resolve issues with the resources available to them.

This position will be responsible for client satisfaction by effectively resolving issues and helping user with the system. An ability to communicate with a wide range of people at all levels is essential and an understanding of the clients’ business is preferred. The role requires an ability to multi-task and

work in a fast-paced environment. The Application Support Analyst roles duties will vary from resolving password reset and system bugs to work on client sites or advising client on the best use of the system.

DUTIES AND RESPONSIBILITIES

• Provide 1st line user support for Ventiv RMIS products.
• Provide responses within SLAs.
• Provide client with exceptional service whether by phone, email, etc.
• Respond to incoming support issues, minor enhancements and changes.
• Identify root causes of issues and resolve or escalate to the appropriate team.
• Manage customer expectations and communicate status and resolution.
• Prioritise multiple open support cases.
• Communicate to others clearly issues and their importance under pressure.
• Use bespoke system tools to monitor and make changes.
• Using the internal systems to update and assign support cases through their lifecycle.
• Develop a deep understanding of Ventiv’s software while sharing knowledge with others.
• Develop an understanding of client usage of Ventiv RMIS products and impact to their business processes.
• Support Customer Success Managers with client queries or with chargeable system tasks as needed.
• Other duties as assigned.

KNOWLEDGE AND EXPERIENCE

• 1+ years work experience.
• Customer service experience is essential.
• Excellent verbal and written communication skills.
• High level knowledge of Databases, SaaS, IT systems.
• Proven and demonstrable problem-solving skills/techniques.
• Understanding of ITIL methodology, processes involving the service team and Software Design Lifecycle Cycle.
• Understanding of commercial business practices. Knowledge of the Risk and Insurance industry is an advantage.

Fluency in French, German, Dutch, or Spanish would be ideal, but not