Application Support Administrator
Duck Creek Technologies
full-time
Posted on:
Location Type: Remote
Location: India
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Job Level
Tech Stack
About the role
- Responsible for providing a successful and efficient support journey to all Duck Creek customers
- Act as the primary point of contact, facilitating the intake, qualification, resolution, and routing of all external and internal support cases
- Respond to cases submitted by customers via the customer portal
- Perform case qualification, ensuring that all necessary information is present, and the appropriate severity is determined
- Provide First Point of Resolution when applicable relying on Knowledge Base articles containing Known Issues and Related Case records
- Route the case to the appropriate group for resolution
- Ensure incident response SLOs are met and customer communication is consistent, clear, and comprehensive
- Recommend and implement performance improvements to meet SLA's and increase overall efficiency
- Perform all other duties and activities as required
Requirements
- Bachelor’s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science, Communications, Business Administration or related degree
- Minimum 1 year Customer Management Experience
- Awareness of: ServiceNow or other ITSM systems
- Knowledge of: The Duck Creek solution
- Strong communication & collaboration skills
- Complex problem-solving skills
- Effective negotiation skills
- Escalation mitigation skills
- Time & Priority management skills
- Ability to facilitate client meetings with effective outcomes
- Ability to create trusted relationships
- Understanding the Duck Creek release process
- Understanding of the Duck Creek product licensing site and execution per contracts
Benefits
- Flexible-First employer
- Choice to work from an office, from home, or on a hybrid schedule
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Management ExperienceKnowledge Base articlesIncident response SLOsPerformance improvementsDuck Creek solutionDuck Creek release processDuck Creek product licensing
Soft Skills
Communication skillsCollaboration skillsComplex problem-solving skillsNegotiation skillsEscalation mitigation skillsTime management skillsPriority management skillsFacilitation skillsRelationship building
Certifications
Bachelor’s degree in Software EngineeringBachelor’s degree in Computer ScienceBachelor’s degree in CommunicationsBachelor’s degree in Business Administration