Job Description

The System Support Representative empowers customers to succeed with the SCUP applications and processes. They will act as a liaison, providing application and process information and resolving problems the customer may face. Support representatives should have sound knowledge of the applications and processes, which will help them get to the context of problems quickly and suggest a solution to the customer right away. If the issue the customer is facing is beyond the immediate scope of the support representative, they should escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress. The support representatives will work closely with internal teams to provide user acceptance of monthly updates and fixes deployed to the SCUP applications, as well as raise improvement and enhancement ideas. The System Support Representative will report to the System Support Manager.

Job Responsibilities

* Respond to customer queries in a timely and accurate way, via phone, email or chat
* issues to the appropriate internal teams
* Maintain internal logs Identify customer needs and help customers use specific features
* Take ownership of customers problems and be the single point of contact for all enquiries related to the troubleshooting procedure
* Resolve product or service problems by clarifying the customers issue, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
* Escalate unresolved with information about customer issues, resolutions and useful discussions with customers
* Share feature requests and effective workarounds with customers and team members
* Inform customers about new features and functionalities
* Assist in training customers in new features and workarounds
* Coordinate and support UA test planning, test case creation and execution for incident/problem fixes, monthly release testing, product enhancements and future SCUP releases
* Document results of the UA test execution and communicate with the developers regarding the deviations
* Document the test results and deviations
* Recommend potential features and enhancements to management by collecting customer information and analyzing customer needs
* Document resolutions and workarounds in the form of help content or solution articles so that they can be leveraged by others
* Maintain North Star L5 processes, system process flows, SOPs, controls, training and other business process documentation
* Support the SCUP Product Owner in evaluating business needs, defining standards and best practices, and aligning the product roadmap to strategic goals
* Serve as the Voice of the Customer during analysis and design for product features and provide detailed requirements so they are clearly understood by the IT BA's and development teams
* During analysis and design, ensure alignment to North Star processes and CAPDAN principle, where applicable
* Act as an ambassador for the product and as an IT liaison for enhancements and issue resolution on behalf of the business
* Provide support, as needed, in delivery of future major releases of the SCUP platform

Qualifications

* Ability to work independently and at times directly or indirectly with global business, data, operations, and technology teams; gathering, assembling, analyzing and evaluating facts, data and other information in order to support sound decisions; and serve as contact point for a single or multiple enterprise defined data/business domains.
* Ability to provide necessary support to enable architects, technical and business system analysts to formulate and implement technical solutions
* The candidate should possess excellent organization skills, communicating skills and help facilitate in arriving to key business decision-making.
* Comfortable with a dynamic environment that has continuously changing priorities
* Ability to develop traditional and non-traditional solutions to meeting conflicting priorities

Ideal Experience

* Bachelor's Degree in Business Administration, Data Science, Finance, Information Technology and/or Computer Science or equivalent combination of work experience and education
* Strong business knowledge preferably in Casualty lines
* Fundamental understanding of the insurance process, life cycle and lexicon
* High level/advanced proficiency of Microsoft Office products required. Knowledge of other software packages/platforms (e.g. SQL, Informatica, SAS, GIS etc) preferred
* Experience with Agile methodology helpful

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG PC Global Services, Inc