Solution Analyst, Technical Customer Support
RMS - Hoboken, NJ

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The Client Support Services (CSS) organization employs around 100 colleagues globally. Offices are located in the hub of our major markets to facilitate client relationships, proactive service activities and to ensure client satisfaction and revenue protection.

Our Knowledge Center within CSS offers Follow the Sun support to our global client base. In collaboration with our Service colleagues, we have a 3 tier support approach for RMS client queries and requests.

Objective of the role:
The Solution Analyst has broad knowledge across all RMS products and solutions and is responsible for first line support for RMS clients. The role is typically the first point of contact for all requests coming in through our service and support channels such as email, phone and web.
This role uses personal expertise, knowledge management content, technology, cross functional relationships, etc. to resolve client requests using standardized processes to meet RMS success metrics and exceed client expectations.
The Solution Analyst may participate in client related projects and initiatives on a case-by-case basis including pro-active support.

Key Responsibilities:
Client Support

Achieve or exceed client service and support targets established by CSS management and client-based Service Commitments

Consistent use of all available CSS tools, processes and systems to ensure efficient management of the client interaction and data flows

Monitor progress of client inquiries to ensure and confirm final resolution internally and/or externally & ensure response and resolution time frames comply with the Service Commitments

Update our CRM system (Salesforce Case Management) with necessary inputs to thoroughly track case activity including case history, problem resolution activities, root cause analysis, client impact, etc.

Perform analysis of client portfolios; understand the results of an analysis and know what factors can have the most significant impact on results

Gain proficiency with understanding usage of RMS products/services within client workflows

Past experience supporting software deployments and technical troubleshooting a plus

Contribute knowledge management content recommendations to be posted to the self-service portal so that clients can access information proactively that helps to answer questions or resolve issues

Support client engagements by performing various activities in support of specific clients

Provide troubleshooting and client support for full suite of RMS products and solutions

Knowledge Management and Training

In collaboration with Service Management, build knowledge of our clients and their business environment (i.e. objectives, challenges, work processes, economic environment, etc.)

Responsible for building a full understanding of RMS models including the ability to run the software and resolve issues related to all aspects of our product suite

Develop broad knowledge of the entire RMS product suite (new and existing)

Develop deeper knowledge of selected specialization areas (i.e. applications, technology, models)

Cross-functional Collaboration

Responsible for disseminating new knowledge or feedback of product/service related issues to other RMS staff or clients as necessary

Collaborate closely with other functions to proactively support/ resolve client questions

Possess the ability to represent team on cross-functional assignments

Qualifications and Skills:
Must have either a BA/BS Degree in a related subject and at least 2 year experience in a similar client product support and/or SaaS support role

Must have strong problem-solving aptitude and excellent communication skills, ideally gained within a client facing environment

Possess advanced knowledge and usage of a CRM system (i.e. Salesforce) and willingness to learn new technologies

Possess the ability to utilize Access, SQL and other 3rd party applications to access RMS data

Knowledge of risk or catastrophe modeling or the Insurance market is highly desired

Understanding of RMS product suite is highly desired but not essential as in-depth training will be given

Company Information:
There’s a 5% chance that a hurricane will cause $60 billion of insured losses next year and a 1% chance that an earthquake will cause $50 billion of insured loss in the next 12 months. At RMS, we build simulation models that allow insurers and investors to understand their financial risks as a result of natural catastrophes, terrorism, pandemics, or changes in life expectancy.

We are one of the most exciting and technologically sophisticated firms you’ve "never" heard of, unless you’re one of our clients in the (re)insurance, banking or hedge fund sector. As we lead an industry we helped pioneer we are able to offer stimulating careers to those who want to make a real impact on the world at large. At RMS we believe in thought leadership, personal growth and out-standing performance and support a culture of inclusiveness across all our offices.

As we approach our 25th anniversary, we are evolving our vision by delivering future solutions in the cloud, releasing in 2014 a cutting edge risk management platform "RMS(one)" for the global risk market and we’re looking for talented professionals to join us.

To find out more visit: ; or follow us on Facebook or Twitter @rmsjobs
RMS is proud to be an equal opportunity employer.

RMS - 10 months ago - save job - copy to clipboard - block
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Transforming the insurance industry's understanding and quantification of risk. RMS delivers the world's leading catastrophe risk models in...