Application Support Administrator

This is a fully remote position, open to applicants in India.

📋 Description

• Accountable for delivering a successful and efficient support experience to all Duck Creek clients

• Manage the intake, qualification, resolution, and routing of all support cases, both external and internal

• Address cases submitted by customers through the customer portal

• Conduct case qualification to ensure all required information is included and the appropriate severity level is assessed

• Serve as the First Point of Resolution when suitable, utilizing Knowledge Base articles that detail Known Issues and Related Case records

• Direct the case to the correct team for resolution

• Take responsibility for the case throughout its entire lifecycle for the requestor

• Address inquiries, escalations, and update requests as needed

• Ensure adherence to incident response SLOs and maintain consistent, clear, and comprehensive communication with customers

• Suggest and implement performance enhancements to meet SLAs and boost overall efficiency

⛳️ Requirements

• Bachelor’s degree or foreign equivalent in Software/Computer Engineering, Computer Science, Communications, Business Administration, or a related field

• At least 1 year of Customer Management Experience

• Familiarity with ServiceNow or other ITSM systems

• Experience in reporting and analyzing data

• Knowledge of the Duck Creek solution

• Proficiency in reporting tools for issue tracking systems

• Excellent communication and collaboration abilities

• Strong complex problem-solving skills

• Effective negotiation capabilities

• Skills in escalation mitigation

• Proficient time and priority management skills

• Ability to conduct client meetings that achieve effective outcomes

• Capability to build trusted relationships

• Competence in providing critical timeline reporting for leadership

• Understanding of the Duck Creek release process

• Familiarity with the Duck Creek product licensing site and execution as per contracts

🏝️ Benefits

• Flexible-First employer

• Opportunities for mutual learning among colleagues

• Commitment to ensuring equal opportunity for all employees and applicants