Company:

Mercer

Description:

  The Role and Your Mission:

As an Analyst - 1st line Support, you'll be part of our Managed Services Department, specifically the Darwin Technical Support team. We work in a friendly and dynamic environment that values initiative and dedication. Your focus will be to serve as a knowledgeable Darwin expert, offering technical support and guidance to ensure our clients receive the assistance they require.

We will count on you to:

• Resolve technical queries and restore service in case of incidents within SLA and to a high level of quality.
• Collaborate with internal teams to support client relationships and maintain client satisfaction.
• Deliver technical support with a focus on high quality, accuracy, responsiveness, and customer satisfaction.
• Demonstrate strong troubleshooting and problem-solving skills.
• Identify appropriate resolutions within the required timeframe based on priority.
• Maintain a high standard of quality in call/email handling.
• Track and ensure KPIs are met for clients.
• Prioritize escalations and flag when escalation to other teams may be required.
• Create and maintain knowledge management materials, including Confluence and known error databases.
• Understand Darwin in the context of clients' HR and Payroll processes and benefit schemes.
• Ensure continuous monitoring and follow-up of queries until they are resolved.
• Proactively test solutions using the test environment to lead and improve Darwin.
• Manage key stakeholders both internally and externally.
• Proactively manage escalations and queries, contributing to the client satisfaction score (NPS).
• Support clients across different time zones by working in a rotating shift pattern, including weekdays, weekends, and on-call support, ensuring 24/7 coverage.

What You Need to Have:

• 1-2 years of experience in providing excellent technical assistance.
• Good customer service skills, thriving in resolving issues promptly and effectively.
• Experience in working with KPIs, including SLAs, and familiarity with task management systems.
• Proficiency in Microsoft Office 365.
• A collaborative team player, actively contributing to the success of the team.
• A strong sense of responsibility and ownership.
• High attention to detail.
• Ability to prioritize time effectively and work with tight deadlines.
• Excellent communication skills in both English and Romanian.

What makes you stand out?

• Knowledge of applications such as Zendesk, Confluence, and Jira (preferable).
• Experience in offering support for an IT product (preferred).
• Adaptable communication, facilitation, and problem-solving skills.
• Strong analytical thinking and good troubleshooting skills.
• A strong continuous improvement mindset.

Why Join Our Team:

• We help you be your best through professional development opportunities, interesting work, and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, benefits, and rewards to enhance your well-being.
• Enjoy a yearly budget to build your flexible benefits package (up to 20% of your annual salary).
• Benefit from 30+ days off (25 legal days off, 1 extra day off on your birthday, public holiday replacement days, and extra buy/sell from your benefits budget).
• Participate in a Performance Bonus scheme.
• Engage in matching charity contributions, charity days off, and the Pay it Forward charity challenge.
• Core benefits include Pension, Life and Medical Insurance, Meal Vouchers, and Travel Insurance.
• Work Environment: We champion flexible working, helping you find YOUR work-life balance, whether that is standard working, flextime working, or working from home.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $24 billion and more than 90,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.