Senior Specialist - IT Product Support

We are seeking a talented individual to join our Operations team at Guy Carpenter. This role will be based in Mumbai. This is a hybrid role that has a requirement of working at least three days a week in the office.
Senior Specialist - IT Product Support
We are in search of a Digital Product Support Coordinator who will be an integral part of our Global Digital Enablement team, providing Level 2 support to end-users across various proprietary applications. This role offers a unique opportunity to enhance your knowledge in digital product support while developing your technical and customer service skills. You will play a key role in managing change initiatives as we continue to evolve our digital services. Within the first 30 days, we expect you to gain in-depth knowledge of the applications you will support and understand the role requirements. By 60 days, you should attain competency and establish strong relationships with colleagues and stakeholders. Finally, within 90 days, you will be expected to manage support incidents effectively with minimal supervision, ensuring operational excellence for the team.
We will count on you to:

• Investigate, triage, diagnose, and resolve technical issues, ensuring timely communication with clients and stakeholders.
• Take ownership of end-user incidents, providing effective communication and resolution while adhering to service level agreements (SLAs).
• Promptly address Priority 1 & 2 incidents, ensuring regular updates are communicated to IT management and end-users.
• Collaborate with Level 3 support and Business teams to provide fixes or temporary workarounds for end-user issues.
• Develop and maintain support documentation and knowledge base entries, including FAQs and procedures to assist users effectively.
• Demonstrate flexibility in work hours to accommodate urgent support needs outside of normal business hours.
• Maintain a high level of user satisfaction through accurate follow-up and strong technical skills.
• Utilize corporate incident management systems to record and track all support work, ensuring all service feedback is provided in a timely manner.
• Assist in the development of training materials and ensure team members are adequately trained on new systems and processes.
  
  

What you need to have:

• Experience in a customer-facing support role, with a strong focus on delivering exceptional customer experiences.
• Excellent written and verbal communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.
• A commitment to continuous learning and a drive to succeed in a dynamic work environment.
• Basic skills in PowerBI and PowerPoint, along with solid knowledge of Microsoft Office applications (Outlook, Teams, Excel, and Word).
• A proactive approach to problem-solving and the ability to work independently as well as part of a team.
• A minimum of 4 years of experience in a support role, preferably within a digital product or IT environment
  

What makes you stand out

• Adaptable communicator, facilitator, influencer and problem solver

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  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 impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
  

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 impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
  

Guy Carpenter, a business of Marsh McLennan (NYSE: MMC), is a leading global risk advisory and reinsurance specialist and broker. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit guycarp.com, or follow on LinkedIn and X.
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin colour, or any other characteristic protected by applicable law.
Marsh McLennan 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 McLennan 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
Guy Carpenter, a business of Marsh McLennan (NYSE: MMC), is a leading global risk advisory and reinsurance specialist and broker. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit guycarp.com, or follow on LinkedIn and X.
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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 McLennan 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 McLennan 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.
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