Company: Mercer
Description:
We will count on you for:
- Understand the application and its various process along with stakeholders information
- Configure client in the back-end admin web portal
- Gather client content from local country POC and/or clarify client specific data required for reporting
- Validate client configuration is setup correctly in staging. Confirm mobile app shows correct configuration for client
- Migrate staging environment to production for client go-live
- Validate vendor content (icons, logos, names, descriptions, codes, etc.) with business & client. Update (add/delete) vendor icons to keep client configuration current
- Provide technical support in issue resolution raised by Level1 teams
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers or Level1 teams targeted questions to quickly understand the root cause of the problem if required
- Track system issues through to resolution, within agreed time limits
- Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity
- Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions
- Analyze for any issues, raise support tickets and escalate as required
- Do root cause analysis for all the high priority tickets and share incident reports with stakeholders
- Coordinate with stakeholders for testing of incidents
- Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment
- Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
- Participate in improvising the processes and assigned applications/projects
- Work with Level 1 country teams and global IT teams to assist with access/ password related issues for mobile app
- Work with development/ engineering to provide feedback on app issues
- Provide business regular reports on bugs, issues, resolution
- Extract data from app analytics tool and prepare monthly and quarterly performance reports for internal and client distribution
- Analyze app performance across clients and countries
- Write commentary after assessing the performance of the app for each client
- Own accountability by being able to help teams troubleshoot issues
- Ensuring exceptional client experience
Note: Applicants should be flexible working in shifts
What you need to have:
Knowledge & Skills:
- Strong understanding and proper usage of digital health and mobile app related terminologies in written and verbal communication in English
- Exposure to Health and Benefits space, BI and data analytics tools (Preferred)
- Ability to multitask, manage multiple priorities and work in a rapidly changing and dynamic environment, ensuring standards and deadlines are met and keeping others informed and up-to-
- Ability to work as part of a team and build strong working relationships with peers
- Ability to understand the link between data, client needs and its application to the "bigger picture"
- Exceptional interpersonal, organizational, business communication, and time management skills
- Strong working knowledge of MS Office, third party tools - JIRA, Wiki, ticketing systems.
- Exceptional interpersonal, organizational, business communication, and time management skills
- Stay up to with industry standard best practices/techniques including ITIL certified.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
Education:
Eligibility:
- Minimum 5 plus years experience in service industry
What makes you stand out?
- Adaptable communicator, facilitator, influencer and problem solver
- High attention to detail
- Good relationship skills, Proven ability to work on own initiative as well as in a team
- Ability to multi-task and prioritize time effectively
Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit , or follow on LinkedIn and X.
