Client Application Specialist

Client Application Specialist

Job Location: Remote (Candidate needs to work at CST Time Zone Generally CST could start a little early in the day before 8:00 AM CST or work a bit later than 5:00 PM CST . Client will spread out the day amongst staff to get a little more coverage than just 8 AM to 5 PM CST but only by a few hours on either side.

Long Term

Client Application Specialist who can handle following responsibilities:

Provide in depth application support to business partners and team members with a target of 50% first call resolution on all assigned tickets.

Participate in clientfacing discussions as a subject matter expert on the general functionality of the system and software.

Documentation and contribution of 12 process improvements per year in the area of Client Application knowledge or Client Support.

Provide business application support to business partners and team members in the areas of functionality system access content management and consumer notifications for complex application systems.

Professionally manage all consumer discussions post implementation acting as a consumer advocate and liaison between consumers and the product support offered by Global IT subject matter experts and application service team members.

Apply proper change management protocols for all production moves including ticket creation communications approvals rollback procedures test evidence and support.

Continuous learning to better know the customers/consumers develop and maintain effective business relationships.

Continuous learning at a generalist level that evolves with new features/functionalities within the applications.

Coordinate efforts associated with thirdparty evidence provider changes.

Ensure customer service excellence by consistent communications root cause analysis documentation and process improvements.

Provide training and guidance to team members and business partners as required.

Comply with standards for all technical and business operations defined.

Maintain regular and predictable attendance.

Performs other duties as assigned.

Experience and Skills Required:

810 years of clientfacing experience in or related to application services an IT Service Management role or IT Operations support function

Must be available to meet schedules of a global operation by being available for off hour meetings and on call rotation.

Ability to understand business functions associated with the consumer experience and relay business priority for requests or issues.

Ability to be flexible when needed take initiative and demonstrate accountability

Advanced oral and written communication skills demonstrating clientfacing ability to share and impart knowledge

Ability to quickly adapt to new methods work under tight deadlines and stressful conditions

Intermediate investigative analytical and problemsolving skills

Advanced interpersonal skills

Ability to set goals and handle multiple tasks clients and projects simultaneously; Ability to appropriately balance priorities deadlines and deliverables

Ability to work well within a team environment and participate in department/team projects

Ability to balance detail with departmental goals/objectives

Ability to foster customer service quality

Ability to translate business needs and problems into viable/accepted solutions

Basic negotiating and persuasion skills

Ability to develop reports and analysis documents using various tools and techniques

Basic knowledge of ITIL and/or ITSM processes and best practices

5 years of IT Support Call Center Experience Process Management Experience

Underwriting or Insurance industry knowledge

Oral and written multilingual skills

Knowledge of risk assessment process and methods