Product Support Analyst requires someone with previous experience of Lloyds and London Market, insurance, underwriting systems and SQL and relational databases. It is customer focused, working with large scale customers providing technical support and solving complex issues. Additionally, maintain quality support and high levels of productivity.

The role covers both BAU and project work so someone with experience of working on both at the same time and is able to prioritise between the two is essential.

Position Responsibilities

Provides comprehensive technical support for SaaS based products used by insurance customers.

Research, resolve, and respond to issues received via chat, calls, email, ticketing system, all in a timely manner, in accordance with defined SLA standards.

Diagnose and troubleshoot end user problems including analysing the problem, identification of appropriate resources, testing of proposed fixes, and follow-up to ensure the problem has been resolved.

Collaborate with cross-functional team members to enhance the product and services.

Provide technical expertise during the deployment and upgrade of software.

Follow all standard operating procedures (SOP) through the effective use of Knowledge management.

Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.

Assists with activities to triage and escalate any system or network outage to reduce downtime.

Professionally and effectively answer questions for clients that may possess different levels of technical understanding.

Log software issues, bugs, or inconsistencies that are reported by clients using the internal JIRA tool.

Education & Essential Skills

Bachelor's degree in Computer Science or related field.

Utilize AWS services (CloudWatch, S3, ECS, etc.) to triage and retrace application logs and Remedy or report bus as required of the situation.

Good experience on Java with ability to analyze and debug application codes based on need.

Excellent verbal, written, and interpersonal communication skills.

Ability to support customers operationally in the usage of APIs.

Conceptual understanding of SQL queries (preferably on MY-SQL) and ability to debug complex queries, store procedures and functions.

Ownership and participation in the incident and problem management processes, being accountable for resolution, root cause analysis.

Ability to promptly escalate issues at the time of resolution in order to make them visible and seek guidance when needed.

Ability to work both independently and within a team.

Display a commitment to quality and strong multi-tasking skills.

Experience

3+ years of experience in customer facing support environment.

Experience supporting applications/products hosted on the cloud (AWS experience preferred)

Excellent hands on knowledge of Scripting technologies (Shell, python), JIRA Jenkins, Zendesk (service management ticketing tool)

Experience in working on Windows and Unix platforms

Strong experience triaging and supporting API product related issues (this should include profound in-depth understanding of API gateways and debugging skills using POSTMAN)