Online Product Support Analyst

Overview

To provide exceptional customer service to internal and external stakeholders by providing support for Member, Employer and trustee facing online solutions.

Key Accountabilities and main responsibilities

Strategic Focus

• Investigate all production support issues for supported products
• Liaise with internal and external stakeholders to resolve production issues
• Conduct verification testing following the deployment of changes to supported products.
• Escalate all client issues in a timely manner
• Provide SME and product owner support to BAU and Project teams for supported products.
• Deliver a level of service that meets or exceeds customer expectations by:
  • Meeting all agreed service standards including internal deliverables effectively with other teams within MPMS, to ensure quality client servicing
  • Managing interactions with Trustees, Fund employees & busine...