Darwin Analyst - L1 Support @DARWIN

Job Description:

Company:
Mercer

Description:

Darwin Analyst - L1
As a Darwin Analyst - 1st line, you'll 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.

THE ROLE & YOUR MISSION
* You will resolve technical queries and restore service in case of incidents within SLA and to a high level of quality. In your role, you will be required to collaborate with internal teams to support the client relationship and maintain client satisfaction.
* Working pattern: 24/7 technical support - split in 3 shifts during weekdays: 9AM-6PM, 3PM-12AM or 11PM-8AM (1h lunch break included). To cover the round-the-clock support, we also have weekend on call rotation. The schedule is flexible and can be adjusted to accommodate your needs.
YOUR EXPERIENCE & VALUES
* Provide technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction.
* Prove ability of troubleshooting and problem-solving skills
* Identify appropriate resolutions within the required timeframe based on priority.
* Deliver a high standard of quality in call/email handling.
* Track and ensure KPI's are met for clients.
* Ability to prioritize escalations and flag where escalation to other teams may be required.
* Create and maintain knowledge management material: Confluence, known error database.
* Able to understand Darwin in the context of client's HR and Payroll processes and benefit schemes.
* Ensure continuous monitoring and follow-up of queries until they are resolved.
* Desire to lead and improve Darwin -proactively test solutions using test environment.
* Manage key stakeholders both internally and externally.
* Proactively manage escalations/queries and evidence contributing to the client satisfaction score (NPS)

YOUR EXPERIENCE & VALUES

You are a skilled trouble-shooter with a technical background, providing excellent technical assistance. You possess good customer service skills and thrive in resolving issues promptly and effectively. Furthermore, you are a collaborative team player, actively contributing to the success of the team. Besides these qualities, we are looking for the following:
* Microsoft Office 365
* English level - C1
* Knowledge with applications Zendesk/ Confluence/ Jira preferable
* Experience in working with KPIs including SLAs and working in task management systems
* Experience in offering support for an IT product (preferred)
* Adaptable communicator, facilitator, and problem solver
* Analytical thinking and good troubleshooting skills
* Strong sense of responsibility and ownership
* Proven ability to work on own initiative as well as in a team
* High attention to detail
* Ability to prioritize time effectively and work with tight deadlines
* Strong continuous improvement mindset

OUR BENEFITS & CULTURE
* An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
* A fail-friendly environment that encourages learning and initiative;
* 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;
* We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flextime working, or working from home.

As a company we are committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections, and professional development benefits of working together in the office. Our teams will jointly identify at least one "anchor day" per week on which the full team will be together in person. This unwavering policy is carefully crafted to enhance team unity, inspire creativity, and foster meaningful interactions between our colleagues, to help build our culture and local communities.

Darwin is part of Mercer Marsh Benefits (MMB), a 7,000-person-strong community of specialists in health, benefits, and employee wellbeing. This affords us a massive opportunity to impact the lives of tens of millions of people around the world. Darwin is changing benefits for good in eight out of the top ten technology companies in the world and has a wealth of clients across a diverse range of sectors. More than 4 million people are already using our platform.
Darwin™ is a market-leading and specialized global platform that requires specific training and accreditation for consultants to be proficient in delivering programs and projects. Darwin is changing Benefits for Good. Our unique and innovative SaaS (Software as a Service) platform has transformed the employee benefits industry. We are fast-paced, ambitious, people-focused and on a journey to innovate and develop products that truly impact people's lives and the market in which we operate.

Here at Darwin, we do not just get the job done, we go the extra mile. We strive to achieve one extra degree in all we do. We can do this because we have amazing people who do awesome things.
Wherever we are in the world we inspire connections and take great care to make working at Darwin a rewarding and meaningful career experience