Application Support Consultant

3 weeks ago

Sydney, Australia Fyndr Group Pty Ltd Full time

Well known tier 1 client base
- Sydney CBD role, 50% WFH
- Solid career path into multiple routes

The role of the Support Consultant is a customer-facing role responsible for engaging with customers who have implemented the Insurance platform. This engagement will take the form of BAU support, small project development, advice and expertise as required. After gathering and understanding the customer’s requirements, the Support Consultant will use configuration tools to deliver an appropriate solution. This solution includes data models, document templates, business rules, financial calculations, and workflows.

**The role includes the following responsibilities**:

- Take ownership of customer issues reported and seeing these through to resolution.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track customer issues through to resolution, within agreed time limits.
- Provide prompt and accurate feedback to customers.
- Prioritise and manage several open issues at the one time.
- Document technical knowledge in the form of notes and how-to guides.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Undertake small project development and be able to scope enhancements and produce clear and concise documentation.
- Support customer testing.
- Facilitate discussions with stakeholders
- Provide knowledge and technical assistance to other members within the support team.

**Skills and Experience The role requires the following skills and experience**:

- Experience within a support analyst/consultant role
- Ability to diagnose and troubleshoot customer issues
- Strong customer-facing and communication skills
- Strong problem-solving skills
- Proven stakeholder management skills
- A thorough understanding of the full software development project lifecycle
- Experience in creating a range of documentation including but not exclusive to business requirements, process maps and technical specifications
- An understanding of relational databases
- Experience with writing SQL
- Experience in general insurance relating to policy and or claims functions
- Experience working with and configuring large and/or complex software packages (highly desirable)
- Degree qualified or equivalent commercial experience

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