Technical Support Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal Willis Towers Watson (Wtw) - Insurance Services Tempo inteiro

At Willis Towers Watson (WTW) - Insurance Services, we are seeking a highly skilled Technical Support Specialist to join our team. This is a rewarding role where you will play a crucial part in providing top-notch IT support services to our customers.

About the Role

The successful candidate will be responsible for managing customer queries and performing simple troubleshooting as the first point of contact. You will serve as the interface between the customer and other tiers of IT support, fixing what you can through simple troubleshooting at the first point of contact and escalating everything else to the remaining tiers in the operating model.

Daily Activities:
  • Accept inbound calls/chat/self-service tickets according to agreed Service Level Targets (SLT).
  • Record and process tickets following agreed processes and procedures.
  • Utilize problem-solving and people skills to ensure swift resolutions to technical issues.
  • Triage, diagnose, and perform basic troubleshooting on computer error messages and failures, resolving or making recommendations for resolution of incidents and requests.
  • Utilize technical tools/resources like remote management software to provide resolution in one call whenever possible.
  • Address user concerns regarding hardware, software, and networking.
  • Timely ticket routing to the next team when the first attempt to resolution fails, following defined exceptions.
  • Coordinate with L2/other support teams when applicable.
  • Handle special projects as applicable and process software installation requests.
  • Escalate issues to the next level of support if needed.
What We Offer

As a Technical Support Specialist at WTW, you can expect:

  • A competitive salary of $60,000 per annum, commensurate with your experience and qualifications.
  • Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.
  • Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.
  • Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.
  • Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.
  • Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.

This is a fantastic opportunity to grow your career with a leading insurance services company. If you are passionate about delivering exceptional IT support services, apply now

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