The Role

　　The Client Support Center is part of the Delivery group within the Willis Towers Watson Data, Surveys and Technology business, providing operations and client delivery support across different products and practices: Global Data Services, HR Service Delivery, HR Technology and Organizational Surveys & Insights. The Global Support Team is organized into four groups that enable us to leverage staff capacity and skills across multiple practices and offerings: Client Support Center, Application Support, Technical Support and Technical Operations.

　　Performance Objectives:

　　Excellence

　　Provide technical and general application function/feature support for clients – from e-mail, phone and customer portal inquiries.

　　Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements

　　Comprehension of the configuration of the application suites

　　Assists in developing standardized work processes, tools, and methodologies that improve quality and profitability together with the Configuration, Product Development and Release Management teams

　　Learning and practicing efficient support delivery processes; contributing to the evolution of better solutions and documentation

　　Attends team or client meetings, conference calls, discussions as appropriate to present project deliverables or report project status

　　People

　　Communicate appropriate technical and business level to suite specific client issue

　　Tracks the progress of client incidents/tickets and communicates status to Team Lead or to Global Client Support Manager or to client as appropriate

　　Clients

　　Ability to manage client's expectations/escalations by articulating clearly the team's constraints

　　Demonstrates flexibility in adapting content and style to different audiences. Shifts easily from "big picture" context to detail as required

　　Provide timely feedback to external and internal clients via phone, e-mail, or other form of communication.

　　Financial

　　Take ownership of all client interactions entering via the client support infrastructure, identify potential application issues, utilize appropriate follow-through, log all client interactions and escalate for resolution

　　Achieve support related productivity

　　The Requirement

　　Experience with a technology support/help desk support including general understanding of IT and enterprise software application a plus

　　Bachelor’s degree in Computer Science, Management Information Systems or related area

　　Experience in troubleshooting applications, networking, hardware and implementation is preferred

　　Experience in understanding and documenting technical solutions

　　Strong written and verbal communication skills; Ability to ask the right questions and seek help where appropriate

　　Strong client service orientation

　　Working within tight deadlines; balancing time across multiple, simultaneous projects that may involve different procedures and project team members

　　Collaboration with a global team, including taking accountability for quality and on-time delivery of own work and involving other team members when appropriate

　　Familiarity with standard web front-end technologies (HTML, CSS, XML. etc.), JIRA, Web-based applications and tools a plus

　　Solid understanding of Internet technologies, web servers and web proxy servers

　　Self-motivated and ability to remain focused on assigned projects

　　Committed to quality and continuous improvement

　　Strong interpersonal skills

　　Structured problem solving and analytical thinking

　　Continuous improvement mindset – increasing task efficiency and effectiveness with each product or service repetition

　　Must be willing to work on a shifting schedule

　　Must be willing to work during holidays and weekends

　　WTW is an Equal Opportunity Employer