Senior Support Associate Job Description

Senior Support Associate Job Description

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Senior support associate provides technical support for clients via helpdesk for Windows Operating systems (Windows 7 and 10) as well as company standard desktop applications (MS Office, McAfee Antivirus, WinZip, etc).

Senior Support Associate Duties & Responsibilities

To write an effective senior support associate job description, begin by listing detailed duties, responsibilities and expectations. We have included senior support associate job description templates that you can modify and use.

Sample responsibilities for this position include:

Operational support for Crude and Refined Products
Verification of deals entered into ETRM against Broker confirmations – both electronic and paper
Generating ISDA, WSPP, EEI Confirmations drafting Long-Form Confirmations for Power and Natural Gas trades
Leads minor enhancement projects including facilitating requirement meetings, and working with client facing personnel to define application functional needs
Participates in major projects by attending requirement meetings, and assists with assigned business analyst to define application functional needs
Ensures timely and accurate execution of orders and resolution of transaction related problems while making sure trades are compliant with regulatory guidelines pertaining to advisory accounts
Responsible for accurate order entry and execution via Broadridge system, while ensuring accurate and timely execution of trade orders received through a variety of execution systems, fax or phone
Responsible for providing verification on trade details
Support the trading business, maintaining daily contact with Front Office users
Support key cash execution platforms including Fidessa Order Management System(OMS) and other trading and internal systems

Senior Support Associate Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Senior Support Associate

List any licenses or certifications required by the position: CCNA, MCP, MCSE, RPA, CNE, TIA, OC, CE, AWS, PMP

Education for Senior Support Associate

Typically a job would require a certain level of education.

Employers hiring for the senior support associate job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Education, Computer Science, Technical, Business, Engineering, Finance, Biology, Communication, Associates, Financial Services

Skills for Senior Support Associate

Desired skills for senior support associate include:

AMTS
Microsoft Excel/Access
Microsoft Windows Operating Systems and Internet browser applications
Vehicle Prospector
Commercially standard software applications and major desktop operating systems
Procedures about technical and customer support and troubleshooting software and operating systems
Practices
Microsoft office products
Concepts
Platform operation systems and how they interact with the network

Desired experience for senior support associate includes:

Minimum of three year’s proven experience in a customer service and/or sales environment or equivalent
Minimum of a high school diploma or equivalent experience
Proven communications, mathematical, interpersonal and organizational skills
Familiarity with multiple and more complex commercial products and services pertinent regulations impacting their delivery to customers preferred
Ability to maintain departmental productivity standards
Previous insurance/sales support experience is highly desired

Senior Support Associate Examples

1

Senior Support Associate Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of senior support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior support associate
  • Participate in a follow-the sun support model and after hours support
  • Coordinate activities for the review and approval of all IIS and affiliate studies within assigned area(s) of responsibility
  • Coordinate study activities such as contract preparation and drug release to ensure on time execution of studies
  • Review of US IIS study budgets for Fair Market Value
  • Manage change and coordinate operations for global business applications including gathering user and entity change requirements, analysis, implementation, facilitation, support procedures and maintenance of those changes
  • Analyze, execute and support business requirements in conjunction with the business team
  • Monitor system for data integrity and defects and work with technology teams to resolve issues
  • Manage various data integrity processes to help ensure quality over current data
  • Oversee modifications and general troubleshooting of the applications
  • Proactively anticipate and resolve potential issues regarding how they may affect the data in the system or even how the data would be presented with the modifications in place
Qualifications for senior support associate
  • Strong client work ethic
  • Proactive monitoring of processing’s across all IDeaS client base
  • Contribute towards achieving departmental goals across all IDeaS products
  • Minimal but appropriate escalations to other teams
  • Handle assigned tasks with assistance and guidance from others
  • Timely completion of installations to ensure revenue targets are met
2

Senior Support Associate Job Description

Job Description Example
Our company is hiring for a senior support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior support associate
  • Provide support and assistance to area personnel responding to inquiries from participants, financial institutions and clients to ensure a high level of service excellence
  • Act as a resource for the interpretation of group annuity contract provisions and related benefit quotations
  • Provide responses to technical questions related to the claims and death processing and other functions for the Single Premium block of business
  • Assist with the calculation of non standard items, which include lump sum illustrations, benefit split calculations for Qualified Domestic Relations Orders, and the calculation of premium adjustments resulting from participant census corrections
  • Assist with the installation, set up and maintenance of the data bases containing pertinent information for participants purchased under the Single Premium group annuity contract
  • Understand and stay current with operational procedures
  • Maintain files in accordance with company business policies
  • Assist during heavy volume periods or in the partial daily absence of staff to complete departmental processes in an accurate and timely manner to minimize overtime
  • Monitor Fail reports / aged settlements
  • Research, respond and follow-up to more complex questions from other Operations departments, branch offices and from management staff while reducing the risk or increase efficiencies by suggesting process changes and system modifications
Qualifications for senior support associate
  • Ensure issues are correctly assigned and client calls/portal issues are addressed within pre-defined resolution timeframes and details entered in SFDC
  • Optimize the turnaround time for technical, installation and monitoring issues
  • Perform installations for new properties/ upgrades as required
  • Prioritize issues entered via the client portal or via e-mail
  • Adhere to the defined internal and external escalation metrics
  • Understand how features of new releases can benefit client
3

Senior Support Associate Job Description

Job Description Example
Our growing company is looking to fill the role of senior support associate. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior support associate
  • Analyze queries and provide information to improve the client’s experience, managing expectations and confirming actions by telephone, email or collaboration center
  • Manage a telephone queue – both inbound and outbound calls to clients, Client Relationship Managers and other departments
  • Use internal systems and Salesforce management system Collaboration Center
  • Work with a team or independently to make decisions on payment related issues that failed or rejected due to invalid or missing details and then analysis as required
  • Take initiative and exercise sound business judgment when dealing with inquiries, considering client preferences and variations among business segments and update management to the status
  • Make recommendations Team Lead and Manager regarding foreign exchange policies and procedures related to operational processes
  • Make time sensitive decisions to support client needs against a back drop of regulatory requirements
  • Secretariat for High Risk Committee (HRC) – scheduling for RMs, minute-taking, circulation & lodgement of relevant materials to sharepoint, and maintenance of the HRC sharepoint
  • Produce weekly MIS statistics to the Front Office on the status of onboarding and period reviews
  • Submit overdues for RM Dashboard
Qualifications for senior support associate
  • Effective and timely communication with internal and external clients, including client calls and handling of support mailbox
  • Review and take appropriate actions based on SFDC/SWB reports
  • Identification and escalation for repeated monitoring failures to perform root cause analysis
  • Optimal utilization of the support tools to speed up process monitoring and trouble shooting
  • Builds effective working relationships with members across teams
  • Provide a daily update to the Senior Product Engineers and above on progress of issues/projects
4

Senior Support Associate Job Description

Job Description Example
Our growing company is looking to fill the role of senior support associate. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior support associate
  • Other ad-hoc tasks such as customer screening
  • Ensure the reports are sent in time, if teams are unable to send help them
  • Ensure project plans are updated in smart-sheets
  • Maintain the repository of the many documents we produce
  • Participate in Planning and Retrospective sessions,stand up meetings , Keep track of Project reviews done
  • Backup for PMO
  • Timely and accurate completion of all daily tasks to ensure correct information is recorded in CGM’s client and risk management system including but not limited to trade entry, monitoring of cash and position reconciliations, cash payments, rates maintenance
  • Timely response to all queries related to the information recorded in risk management systems
  • Review client data submitted during the placement/renewal process to update annual renewal exhibits
  • Communicate with client and/or markets during the placement process
Qualifications for senior support associate
  • Adhere to all the processes and procedures laid down for the department, ensuring flawless execution
  • Take appropriate actions when Product Engineers and above are not available and when CARE operations are affected or immediate escalation is required for resolution of issues
  • Work towards acquiring additional skills to progress to the next level
  • Any other work assigned by the Senior Product Engineers and above
  • Knowledge of networking and relational database management systems will be an added advantage
  • Willing to update knowledge as technology changes
5

Senior Support Associate Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of senior support associate. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior support associate
  • Act as a liaison with reinsurers through phone calls and emails to obtain following lines on a placement and respond to routine questions in conjunction with broking team
  • Research financial statements, product lines, geographic exposures, and current reinsurance program information using available resources as required in conjunction with broking team
  • Coordinate the research, processing and resolution of difficult and complex client issues (i.e., accounting, claims, LOC, and contract wordings) including follow up and final resolution and provide information to brokers, as necessary
  • Production and development Linux environment setup, configuration and management
  • Work within the full systems lifecycle, including tasks which go beyond basic setup, including tuning, performance optimization, and advanced troubleshooting of system health issues
  • Design and implement version control system
  • Install, configure and manage Hadoop cluster, relational databases and non relational databases
  • Research and experiment with Linux based open source solutions and architectures
  • Work closely with software engineers, data scientist and domain consultants to understand client needs and expectations, then engineer and implement them
  • Well organized, detailed oriented and efficient
Qualifications for senior support associate
  • Strong customer relationship management, analytical and judgment skills
  • Proficient with Microsoft Office Suite applications including Word, Visio, Excel, PowerPoint, Outlook and Access
  • A positive attitude and willingness to work as a member of a close team
  • Experienced knowledge of group annuity contracts and the ability to interpret provisions and perform related mathematical calculations
  • Ability to take the lead on specific projects as applicable
  • Previous experience in space/data management at a tactical level, interior office renovations, and using AutoCAD in a planning capacity

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