Application Support Administrator

📋 Description

• • As an Application Support Administrator at Duck Creek Technologies, you will be instrumental in ensuring a seamless and efficient support experience for all our valued customers. You will serve as the primary point of contact for customer inquiries, meticulously managing the entire lifecycle of support cases from initial intake and qualification through to resolution and appropriate routing.
• • Your core responsibility will involve responding promptly and effectively to cases submitted by customers via our dedicated customer portal. This includes performing thorough case qualification to ensure all necessary information is present and accurately assessing the appropriate severity level to prioritize critical issues.
• • You will leverage our comprehensive Knowledge Base, which contains detailed articles on known issues and related case records, to provide First Point of Resolution whenever feasible. This proactive approach aims to resolve common issues quickly and efficiently, enhancing customer satisfaction.
• • When direct resolution isn't possible, you will expertly route cases to the appropriate internal teams, ensuring that each issue is handled by the subject matter experts best equipped to address it. You will maintain ownership of the case throughout its entire lifecycle, providing timely updates and responding to any escalations or requests for information from the original requestor.
• • A key aspect of this role is ensuring that all incident response Service Level Objectives (SLOs) are consistently met. This involves maintaining clear, comprehensive, and consistent communication with customers, keeping them informed of progress and expected resolution times.
• • You will actively recommend and implement performance improvements within the support process. This includes identifying bottlenecks, suggesting enhancements to workflows, and contributing to strategies that help meet SLAs and increase overall operational efficiency.
• • Beyond case management, you will be expected to perform all other duties and activities as required to support the team and our customers. This may include contributing to documentation, participating in training sessions, or assisting with special projects.
• • You will embody and actively uphold Duck Creek Technologies' core values and mission. This means acting as a good steward of our organizational principles: Mission: To empower insurers to reimagine the future of insurance; Vision: To transform insurance technology, helping insurers be smarter, faster, and more efficient, and ultimately provide the best protection for people and businesses; and Values: We Prioritize Respect, We Listen, We Care, We Add Value, and We Lead. Your actions and interactions will reflect these guiding principles.
• • This role requires a proactive and customer-centric mindset, with a strong emphasis on problem-solving and effective communication. You will be a crucial link between our customers and our internal technical teams, ensuring that their experience with Duck Creek solutions is positive and productive.
• • You will contribute to the continuous improvement of our support processes and knowledge base, helping to build a more robust and responsive support system for our growing customer base. Your insights and feedback will be invaluable in refining our service offerings.
• • The position offers the opportunity to work with a leading provider of intelligent solutions in the property and casualty (P&C) and general insurance industry, contributing to the transformation of a vital sector through modern SaaS technology.
• • You will be part of a global team, working in a flexible-first environment that empowers employees with choice in how and where they work, fostering productivity, inclusion, and collaboration.
• • This role is ideal for individuals who are passionate about technology, customer service, and making a tangible impact within a dynamic and evolving industry.