Solution Analyst, Software Specialist Team (Knowledge Center US, Europe, & Asia-Pacific)
Brief Description : This role is based in Noida, Uttar Pradesh, and will report to the Software Specialists APAC manager.
The Software Specialist team is part of RMS’ broader Customer Success organization. Our Knowledge Center provides clients with Follow the Sun support with roles based in Asia-Pacific, Europe and the Americas.
We are a dedicated and fun group of individuals who work smart so we can enjoy a good work-life balance. Our team members come from all different backgrounds (education, geography, previous professional experience, etc.
and we use this to our advantage. If you enjoy a challenge and are looking to constantly develop yourself in an exciting and dynamic business, then this role is for you.
The Person :
Someone with personal expertise and professionalism who enjoys rolling up their sleeves and developing solutions to interesting and challenging customer support inquiries
Someone who enjoys collaborating and sharing ideas with colleagues as part of a highly cross-functional and dynamic team in an environment where continued personal growth is encouraged; we succeed as a team
Someone who wants to apply their technical background to support diverse client environments and configurations while troubleshooting technical issues and supporting launches of new products and features
Someone who wants to interact daily & directly with customers in order to cultivate relationships and ensure we address all our customers’ needs by fully understanding the nature of their inquiry and providing comprehensive solutions that exceed their expectations
The Position :
Provide external and internal clients with best-in-class software support (remotely, with the potential for on-site in the future) across RMS’ suite of product offerings following established team SOPs and Best Practices
Manage and bring to resolution client inquiries of standard complexity, escalating cases as necessary to meet RMS’ standards of execution excellence
Leverage presence of mind and a pragmatic approach to make informed troubleshooting decisions and create awareness as appropriate about the situation at hand
Partner with Customer Success and others to build an understanding of RMS’ clients and their business (e.g. objectives, challenges, work processes, economic environment, etc.
to better support / resolve their inquiries
Participate in informal recruitment activities (e.g. coffee chats) and provide feedback to the hiring manager; support the onboarding of new hires by contributing to the success of their training sessions
Serve as a peer buddy for Interns and / or junior colleagues; support their growth and understanding relevant concepts and processes as well as embracing our team culture
Experience Required :
Educated to at least degree level in a relevant subject, e.g. software or IT-related
Possess a minimum of one year of relevant professional experience
Possess strong time management, communication, and troubleshooting skill sets
Be self-driven and able to perform well within cross-functional, multi-organizational, and virtual teams
Experience in supporting business applications, systems administration, and relational database management troubleshooting
Demonstrated competence in managing difficult conversations and situations with clients
Experience working with customers in the Insurance or Reinsurance markets (including Brokers) or supporting business applications in these markets is advantageous
Experience with Cloud-based SaaS technologies or their support is advantageous
Experience with Client / Server or n-Tier software architectures and their associated limitation / requirements
Strong competence with Windows Server, HPC, and SQL system administration / troubleshooting