Product support analyst job description

Marsh is seeking candidates for the following position based in the Mumbai office:

As an SE or SSE Application Support you will be responsible supporting Policy management application and products of Marsh. You will provide support services related to Application/Batch Support, Environment Support, Release and Change Management

SE or SSE Application Support

What can you expect?
Provide online application, product configuration and batch support Publish daily readiness report to stakeholders Analyze issues received by incident management portal and provide clarification, solution and workarounds for them Provide support to business queries including incident tracking and triaging Communicating SEV1 issues and upcoming production outage notifications to operations management leadership and respective groups Coordinating with third party vendors and other application owners as and when needed Operational checks (Daily/Weekly/Monthly) as per the IT process guidelines Publish weekly/Monthly/Ad-hoc reports as per business need Provide environment support including environment monitoring, deploying fixes, enhancements, sanity test and batch support Perform release and change management services to cover defect management, prepare release deliverables related documentation, data fixes for workarounds Provide QA support as part of unit, system and user acceptance testing Support admin activities like status reporting and metrics generation for stakeholders Support application audit, disaster recovery testing and Pen testing activities RCA on production issues and plan for permanent fixes Adhere to SLA's and deliver projects on agreed timeline Experience in handling onshore stakeholders Identifying vulnerability and involve in patching activities Involve in documentation and compliance activities

What is in it for you?
Standard MMC Salary PackageStandard MMC Colleague BenefitsHuge landscape to learn new technologies and apply your skills

We will count on you to:
Understanding of any CCM tools for Document generation and management Programming skills with scripting language like GroovyWell versed in API Technologies -REST/JSON and SOAP/XML, and tools like Splunk, Postman, SoapUI etc.Good understanding of relational database concepts, Oracle PL/SQLMust have Level 2 and Level 3 App Support experience on Java technology Knowledge of containers like KubernetesMust have ITIL knowledge or certification Knowledge of bug tracking and source code management tools like Jira and bit bucket Ability to multi task and liaise with multiple stakeholders Excellent analytical, decision making and communication skills

What you need to have:
3-5 years of IT support and development experience BE/ BTECH/ MCA/ M TECHGood knowledge of JAVA,SQL & Spring FrameworkITIL foundation

What makes you stand out?
Insurance domain and experience Experience with any Scalar workflow tools Knowledge of Devops tools and processes

We are looking for compassionate individuals interested in being part of an essential support team in the field of health care. Our associates play an important role in helping individuals access telehealth services. This includes enrollment, password resets, website and app assistance and troubleshooting, and more.

Do you like helping people? Is a fast-paced environment more your speed? We're looking for experienced customer service associates with a drive to ensure the best experience possible. You must be able to work at top speeds on the phone and the computer simultaneously.

This can be a work-at-home position for individuals in the state of South Dakota. There is also an onsite option if you reside in Sioux Falls, SD. Work at home opportunities are not guaranteed depends qualifications being met. If a remote opportunity is offered you will be required to pass a background check.

If you qualify for remote work we have a Bring Your Own Device or equipment can be sent you option. Details below.

Equipment Provided Option - Equipment will be shipped to you. Available to Full time only.

Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment

Bring Your Own Device (BYOD) Option - This position requires you to provide your own equipment and workspace. Available for Full or Part time.

Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.)
Hardware/Software Requirements:
Processor: Intel® Core™ i5 5200 Series or greater Memory: 8GB on Windows 8.1 / 10 64 bits Screen Resolution: 1280x768 or higher, dual monitors required. USB headset Click here for an example No Chromebooks, netbooks, or any type of tablet (Must be a laptop or a desktop) Up-to-date antivirus software must be installed on the platform and a recent scan completed. (Will be checked prior to allowing login to system) Firewall must be enabled (Will be checked prior to allowing login to system) Click her for the BYOD policy for full detailed list of requirements
Qualifications
Previous 1 year product support or trouble shooting experience required Prior 1 year call center experience preferred Knowledge of CRM systems a plus Technical savvy Previous remote work from home experience a plus Quick learner and able to work independently Type 35 words per minute accurately Strong phone and verbal communication skills along with active listening
Responsibilities
Answers, evaluates and prioritizes requests from customers having questions or experiencing problems with services or products Facilitates problem recognition, research, isolation, resolution, and follow-up for customer problems Able to work without a script and maintain call control Log and track customer interaction as required for each client Responds to and resolves open issues in an appropriate timeframe Concession of the customers' troubles by recommendation of products, services or procedures Evaluation of the systems' problems to recommend enhancements Ability to multi-task using multiple system pending the clients working environment Skillfully change from one task to another without loss of efficiency or composure Be available at your desk, maintaining punctuality and attendance at all scheduled times Remain positive and professional in all customer interactions Flexibility to cross train as requested
Pay & Benefits
Starting pay - $13/hour, plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance Shifts between - 6:00am-11:00pm (CST) ; Work Days - Mon-Fri & Every Other Weekend (day off during the week on wkd rotation) Such as 6a-230p, 7a-330p, 8a-430p, 9a-530p, 1230p-9p and 230p-11p Paid Training - typically 2 weeks in length from 8:00am-5:00pm Mon-Fri (CST) Status - Full Time ; 40 hours, Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance & Part Time - 20-30 hours (min of 20 hrs, must participate in BYOD option or work onsite)
The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties and skills required of the job. Click here to read the full description.
Not Your Ordinary Call Center.TM
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When you think of InComm Payments, think of Innovative Payments Technology. We were founded 30 years ago and continue to be a pioneer in the payment (FinTech) industry. Since our inception, we have grown to be a team of over 2,500 employees in 30 countries around the world. We own over 386 global technical patents and a network that includes over 500,000 points of retail distribution that points to our industry expertise.

InComm Payments works with the most recognized and valued brands in the world, and we are partnered with most of the world's leading merchants. InComm Payments is highly focused on our people and their growth, and we work hard to make a career at InComm Payments meaningful and rewarding. We value innovation, quality, passion, integrity and responsibility in all that we do, and we are looking for great people to join our team as we move forward towards a very bright future.

You can learn more about careers at InComm Payments here: www.incomm.com or connect with us on Twitter, Facebook, LinkedIn, or Our Blog.
Inside InComm from InComm on Vimeo.


About This Opportunity


The FLOS Product Support Analyst I is responsible for supporting day-to-day business operations by providing second-level technical support. The incumbent will function in a highly collaborative team environment.

We are looking for fully tri-lingual individual
(English/Spanish/French)
that wants to help us deliver outstanding Operational Support to our clients and partners for our pre-paid products (Gaming cards, phone cards, gift cards, pay as you go wireless products, financial products - gift & reloadable Visa, Amex, MasterCard).

Tri-lingual-English/Spanish/French - Required. The shift will be Tuesday though Saturday 9:30AM - 6:00PM. . Training for this position will require a flexible schedule. The training will generally be Monday through Friday 8:00AM-4:30PM and last 2 to 3 months..



Responsibilities



Answer inbound telephone calls, e-mail enquiries from corporate clients, consumers and selling partners. Resolve inbound tickets assigned to the FLOS team. Resolve issues related to InComm Gifting & Financial card programs. Administrative tasks (partner account updates, provide activity reports). Troubleshoot point-of-sale-activation issues. Assist merchants when they have issues with their POS terminals. Outbound calls as required. Supporting more complex queries related to our financial products as channeled from our cardholder support unit (CS), our product development teams or other third-party vendors. Other tasks and responsibilities as assigned by leadership team.


Qualifications



Some practical or position related experience required. Excellent verbal and written communication and interpersonal skills. Tri-lingual-English/Spanish/French - Required. Clearly demonstrated skills working in a team environment. Computer literate and moderate technical skills. Strong ability to analyze and solve problems. Strong ability to multi-task in a fast-paced and constantly changing environment. Strong ability to prioritize tasks and complete work in the time allotted. Strong work ethic. Work is normally performed in an office, and you must be able to work flexible hours with irregular days off as required. This department operates 24 x 7 x 365 with day, night and weekend shifts


InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law.


*This position is eligible for the Employee Referral Bonus Program - Tier II



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