Darwin Analyst â L1 Support @DARWIN
Darwin Analyst â L1 Support @DARWIN
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Salary Not Disclosed
1 Vacancy
Job Description
Company:
MercerDescription:
As a Darwin Analyst - 1st line Support youll be part of our Managed Services Department specifically the Darwin Technical Support team. We work in a friendly and dynamic environment that values initiative and dedication. Your focus will be to serve as a knowledgeable Darwin expert offering technical support and guidance to ensure our clients receive the assistance they require. This role will be based inCluj-Napoca Romania.
We will count on you to:
- Resolve technical queries and restore service in case of incidents within SLA and to a high level of quality.
- Collaborate with internal teams to support client relationships and maintain client satisfaction.
- Deliver technical support with a focus on high quality accuracy responsiveness and customer satisfaction.
- Demonstrate strong troubleshooting and problem-solving skills.
- Identify appropriate resolutions within the required timeframe based on priority.
- Maintain a high standard of quality in call/email handling.
- Track and ensure KPIs are met for clients.
- Prioritise escalations and flag when escalation to other teams may be required.
- Create and maintain knowledge management materials including Confluence and known error databases.
- Understand Darwin in the context of clients HR and Payroll processes and benefit schemes.
- Ensure continuous monitoring and follow-up of queries until they are resolved.
- Proactively test solutions using the test environment to lead and improve Darwin.
- Manage key stakeholders both internally and externally.
- Proactively manage escalations and queries contributing to the client satisfaction score (NPS).
What you need to have:
- 1-2 years of experience in providing excellent technical assistance.
- Good customer service skills thriving in resolving issues promptly and effectively.
- Experience in working with KPIs including SLAs and familiarity with task management systems.
- Proficiency in Microsoft Office 365.
- A collaborative team player actively contributing to the success of the team.
- A strong sense of responsibility and ownership.
- High attention to detail.
- Ability to prioritise time effectively and work with tight deadlines.
- Excellent communication skills in both English and Romanian.
What makes you stand out
- Knowledge of applications such as Zendesk Confluence and Jira (preferable).
- Experience in offering support for an IT product (preferred).
- Adaptable communication facilitation and problem-solving skills.
- Strong analytical thinking and good troubleshooting skills.
- A strong continuous improvement mindset.
Why join our team:
- We help you be your best through professional development opportunities interesting work and supportive leaders;
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues clients and communities;
- Our scale enables us to provide a range of career opportunities as well as benefits and rewards to enhance your well-being;
- A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
- 30 days off (25 legal days off 1 extra day off on your birthday public holiday replacement days extra buy/sell from your benefits budget);
- Performance Bonus scheme;
- Matching charity contributions charity days off and the Pay it Forward charity challenge;
- Core benefits - Pension Life and Medical Insurance Meal Vouchers Travel Insurance;
Required Experience:
IC
Employment Type
Full-Time
