Associate Level

4 days ago


Kuala Lumpur, Malaysia Accord Innovations Full time

I am looking for a contract staff with 2-3 years working experience in insurance industry with some background in incident management. T

The job responsibilities would be as follows:

- Manage enquiries and troubleshoot issues / incidents escalated by the frontliners on the digital platforms on timely basis.
- Escalation of issues related to the digital platforms to IT for resolution.
- Work closely with IT, frontliners and relevant business users to ensure issues on the digital platforms are resolved timely.
- Perform random checks at the frontend to ensure the functions on the digital channels are working accordingly.
- Facilitate the communication to frontliners, agents or customers, where relevant, on updates related to the digital platforms.
- Monitor and track issues reported / escalated and follow up closely on the progress for timely resolution.
- Execute User acceptance testing or post deployment verification on the digital platforms as required & ensure documentations are updated accordingly
- Maintenance of user documentation
- Preparation of reports & analysis of the data in the reports.
- Educate and share knowledge to front liner on the digital platforms


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