Job description

Purpose Of The Role

With limited supervision, provides direct support to client and the Client Executive team on technical support and online tools. Provides client specific Level 2 technical support. Troubleshoots and resolves more complex technical issues. Interacts and coordinates directly with CWT clients and multiple CWT teams. Completes a wide range of tasks, and has specialized knowledge in all CWT Product areas.

Main Responsibilities

Act as Global Single point of contact Client/CE Teams in relation to 2nd level support issues Portrait and OBT. Investigate & resolve all client specific HD2 support tickets. Ensure that requestors are kept up to date.
Prioritizes issues and requests along with others in queue then Investigate & resolve all client specific HD2 support tickets. Ensure that requestors are kept up to date.
Escalate any client-specific HD2 tickets which cannot be fixed by CWT to OBT Vendor for investigation and resolution, ensure requestor are kept updated. Raise development requests with CWT Product teams and OBT vendor and follow up as required.
At the CE/Client Request, will schedule and conduct review of OBT site(s) and highlight country/subunit differences (settings, policy, functionality), provide recommendations for amendments. Additional support may be required from regional based DCC HD2 teams at local charges.
Assist with significant Profile Issues.
Central point of contact for CE team & client in Standard Ad hoc HR Feed related issues.

Qualifications

Knowledge, skills and abilities (KSAs)