System Support Analyst
SafetyCulture
IT, Customer Service
Manila, Philippines
Posted 6+ months ago
SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.
The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.
Purpose:
The purpose of the role is to support users of SC Care Australia's insurance quote and bind platform.
More specifically, the role will attend to:
- Triaging help requests from users of the insurance quote and binds the insurance platform
- Providing real-time support to users of the platform
- Raising tickets with the platform vendor where necessary and monitoring the resolution of tickets
- Managing product configuration with the platform vendor for new insurance products and changes to the existing product
Key Responsibility Area
- Triage of Customer support inbox / Slack, responding to broker queries
- Raising bugs for relevant teams to resolve & tracking to completion
- User management & applications with Care
- New broker signups, Broker on/offboarding
- Product configuration management
- Reporting of customer support issues
- Creation of Certificates of Currency
Tasks and Responsibilities
- Monitor, respond, and action support requests; Raise tickets with platform vendor as needed
- Detail issues that occur & reproduce them so that they are reportable for fixes
- Manage teams for internal and Broker users; Manual confirmation of brokers; Assistance with password resets or confirmations as required
- Identify new broker signups that need to be attached to a Team within the platform; Offboard broker users as required; Assist brokers when they change email addresses; Assist brokers in managing their team user access
- Create technical documentation for question sets and associated logic and rules for insurance products within the system; Coordinate configuration changes for the platform with the vendor (eg changes to questions, rules, and product options) based on requirements provided by SC Care Technical teams
- Provide regular summaries of recent issues, resolution points, and outstanding items
- Pull data from Evari to create a CofC in doc form. Share with Underwriter
Systems
- Slack
- Google Groups (email)
- JIRA & ticketing
- JIRA Jira service desk
- Periscope
- Care app
- Evari
- Tableau
- Gsuite
- Confluence
- Postman (to interact with Evari)
- Google docs
Skills and Qualification
- String problem-solving and excellent communication skills
- Systems or business analyst abilities
- Understanding of the Evari system
- String Attention to detail
- Basic Spreadsheet abilities
- Systems or business analyst abilities
- Understanding of the insurance product and sales/underwriting process
- Basic data analysis to report on issues
- Critical thinking and problem diagnosis
- Ability to follow a process guide
- Word/google docs experience
- At least 1-2 years of relevant experience
Location
We are located on the 27th Floor SM Aura Office Tower, 26th Street corner McKinley Parkway, Bonifacio Global City, Taguig City. Situated in the heart of the premier business district of Manila, a variety of malls, restaurants, cafes, and fast food joints are easily accessible and within walking distance from our office.
The Company
SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester, Amsterdam and Manila.
Our first product, the SC app, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact this app can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.
This is an exciting time in SafetyCulture’s history. We now have roughly 400 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.
At SafetyCulture, we respect and appreciate what makes each of our team members different in terms of gender, age, ethnicity, religion, disability or sexual orientation. We unite to support one another as allies and we take deliberate steps to ensure that our people feel like they belong and can thrive at work each day.