IT Application Support

at  Allianz Partners

To Provide technical support related to the business application (TATSH) and assist the end-users from all NEXtCARE Operating Entities and from their Business Partners such as (Payers, Providers, Reinsurers, Agents, …)

• Respond to the end-users via e-mail and/or telephone by providing technical support for TATSH applications suite
• Provide user support to ensure the effective and timely resolution of technical problems, keeping staff informed of the status of their request for support
• Identify, evaluate and prioritize end-users problems and complaints
• Analyze end-users problems and formulate plans of resolution
• Utilize all technical resources to solve reported problems
• Demonstrate and promote superior customer service in handling inquiries, problems, and complaints.
• Work with departmental staff to promote, develop, and maintain strong customer service values
• Recommends enhancements base on the received Support requests: Training for users, Enhancements on TATSH functionalities, communication materials (Users’ Guide, …)
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to appropriate resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Advise user on appropriate action
• Document solutions to problems regarding standard IT applications and record them in the IT Knowledge Base
• Prepare activity reports
• Stay current with system information, changes and updates
• Perform additional duties as assigned by the manager