Specialist - IT Product Support

1 week ago

Kuala Lumpur, Malaysia MMC Corporate Full time

**Specialist - IT Product Support**

**What can you expect?**
- Be a member of the Application Management Services (AMS) Application Support Group under MMC Tech Elevate your IT processing knowledge
- Interact diverse colleagues and stakeholders from various line of business within MMC
- Hybrid workplace model

**What is in it for you?**
- Provide high quality support to the Operations business across the Pacific Region.
- IT related training opportunities

**We will count on you to**:

- Rendering Level 2 support of APAC Insurance Solutions for our clients adhering to the INC/SR/CQR processes.
- Communicating effectively with business stakeholders, vendor and internal technical teams for issue resolutions.
- Acknowledges, updates and resolves incidents in the company’s incident management and tracking tool
- Investigates and diagnoses incidents and identifies misrouted tickets and re-assigns them appropriately
- Reviews all open, in-work, and pending incidents within ticket handling SLAs
- Provides incident resolution and recovery
- Managing and co-ordinating escalations to other AMS teams and Major Incident Management teams
- Works closely with Tier 1 team as well as Tier 3 project teams

**What you need to have**:

- At least 4-8 years of relevant experience in product support or in a similar role
- Good general knowledge of standard computer software
- Excellent verbal and written communication skills
- Superior customer service skills

**What makes you stand out**:

- Strong customer support, communication and documentation skills
- Able to multi-task, with excellent time management and prioritization skills
- Flexible around working hours - occasional weekends/after-hours work will be required

Marsh and McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people regardless of their sex/gender, marital or parental status, ethnic origin, nationality, age, background, disability, sexual orientation, and gender identity.

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