The IT Support Officer provides essential technical assistance related to the TATSH business application, supporting end-users across all Nextcare Operating Entities and their Business Partners, including Payers, Providers, Reinsurers, and Agents.
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What You Do:
- Respond to end-users via e-mail and/or telephone by providing technical support for TATSH applications suite.
- Provide user support to ensure the effective and timely resolution of technical problems, keeping staff informed of the status of their requests.
- Identify, evaluate and prioritize end-users’ problems and complaints.
- Analyze end-users’ problems and formulate plans for resolution.
- Utilize all technical resources to solve reported problems.
- Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
- Work with departmental staff to promote, develop, and maintain strong customer service values.
- Recommend enhancements based on received support requests: training for users, enhancements on TATSH functionalities, communication materials (Users’ Guide, etc.).
- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements.
- Follow standard help desk procedures, log all help desk interactions, administer help desk software, and redirect problems to appropriate resources.
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions.
- Advise users on appropriate actions and document solutions to problems regarding standard IT applications, recording them in the IT Knowledge Base.
- Prepare activity reports and stay current with system information, changes, and updates.
- Perform additional duties as assigned by the manager.
What You Bring:
- Education: Bachelor’s degree in Computer Science or a relevant field required; Master's Degree is a plus.
- Experience: Minimum of 3 years in a similar role.
- Excellent customer service orientation via telephone calls and emails.
- Strong communication, attention to detail, time management, and leadership skills.
- Strong problem-solving skills and multi-tasking capabilities. Ability to analyze problems/data and suggest resolutions.
- Ability to learn quickly new business applications (current and new TATSH modules).
- Good organizational skills.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint; Access is a plus).
- Fluency in English (oral and written).
- Legally permitted to work in the country of operations.
- Stress tolerance and physically fit to carry out duties.
What We Offer:
We recognize that our employees are vital to our success. We support personal and professional growth through a wide range of courses and targeted development programs within a global environment that encourages international mobility and career advancement. We prioritize health and well-being through our Work Well programs, promoting a better work-life balance.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer, welcoming applications regardless of ethnicity, cultural background, age, gender, nationality, religion, disability, or sexual orientation. Join us and help care for tomorrow.
