Java Support Consultant
This is an application support role, and should not be confused with technical/systems administration support or a pure helpdesk role. This is a Support Representative role with a strong emphasis on soft skills, communication abilities and problem solving. The role will have responsibility for progression and management of customer requests relating to the solution. A sound knowledge of the customer's Insurance Claims solution will need to be attained as well as their Java solution.
The successful candidate will work closely with our customer's support and technical resources, the Customer Support team, and various other internal departments to provide 24x7 support for the customer
Responsibilities Customer Communication and Management 33% Excellent customer management skills including ability to liaise with customer senior management on quality measures and Key Performance Indicators Engage with customers in communicating issue status and plan for resolution. Ensure all communications are well considered. Provide specific customer reports as requested. Responsible for problem management, problem reporting and customer escalations. Set expectations with customers relating to the support service and possible associated commercials. Monitor patterns relating to customer release quality and cost with respective Customer Account Managers. Provide out of hours support for bank holidays and weekends when requested. Contribute to ongoing process improvement within the Customer Support department. Problem Solving 33% Customer Support Request (SR) management - ensuring SRs are investigated (and reproduced where possible), monitored and progressed appropriately. Involves liaising with external customer support and technical functions as well as internal personnel. Ensure that customer problems are managed and brought to resolution in accordance with SLAs. Carry out trend analysis for all customer SRs to help proactively highlight gaps in customer capabilities and solutions. Maintain a strong level of knowledge of the product suite (technical and functional) to aid the support process and for SR resolution.
Technical Activities 33% Ability to understand and use technologies involved in customer solutions to increase problem solving capability and be an effective intermediary between the customer and internal staff on technical problems. Attain a good understanding of customer systems and integrations to aid with triage and problem resolution in production. Deploy solutions in-house and onsite Understanding and manipulating the data model at a database level to provide root cause analysis.
Submit Resume to Cole.Mulkey@RHT.com