Technical Support SME

The Technical Support SME will be responsible for the timely resolution of production requests impacting users of the various rating systems.  They will be required to collaborate cross functionally to coordinate troubleshooting, performing various analytical reviews, development and execution of workarounds, and communicating the status of resolutions to users, stakeholders/senior leadership. 

Key Responsibilities:

Provides business application support (newline, endorsement, renewals) to the field underwriters and UAs and Commercial Operations team

Partners with CI Product, UW/Operations, and IT to develop extensive knowledge of business applications and products

Develops and applies understanding of product & underwriting guidelines and associated processes

Effectively navigates business applications and supporting applications to research, analyze and resolve customer inquiries

Collaborates and communicates across the Helpdesks, Field and CI Operations, and IT teams.

Knows and complies with corporate policies, regulatory standards (SOX), internal business processes (PCI) and procedures while processing work and meeting/exceeding service performance and quality standards

Gather, organize, and analyze reports/information when necessary

Maintain performance standards within a fast-paced environment

Identify trends and work with IT teams to identify root cause, workarounds, and a permanent fix for the issue

Occasionally may be asked to assist with User Acceptance Testing for an upcoming release

Complete assignments and other duties as assigned

Engages directly with UWs, UAs and Operations to provide support for evaluation and resolution of issues that are escalated based on business impact and priority that come to the Helpdesk from the Field users.

Analyzes and resolves escalated problems, coordinating associated activity through various areas if needed, and providing timely and accurate updates to stakeholders

Resolves revenue impacting issues within 24 hours, including via workaround if necessary

Documents and communicate workarounds for recurring issues and coordinates with Training, Helpdesk and IT Support (i.e., while long-term fix is in development)

Hands on experience with Commercial Products and related systems, workflow and process

Very strong problem solving and pattern recognition skills

Exceptional communication skills, both verbal and written, and strong listening skills

Strong customer service/interpersonal skills including oral and written communication.

Strong negotiation/conflict management skills with the ability to influence priorities of others

Ability to handle multiple priorities within strict time constraints.

Excellent organizational skills, with the ability to multi-task

Excellent collaboration skills

Strong analytical skills

Strong strategic thinking skills

Strong knowledge of field organization structure and high level workflows.

Possesses the ability to work independently to complete assignments in a timely manner

Ability to work well in a team environment.

Demonstrated commitment to team and departmental goals

Ability to make informed decisions, achieving the appropriate results

Technical domain experience with demonstrated skills in analysis, impact assessment, scoping, and documenting of complex requirements

Strong knowledge of MS Word and Excel.

Bachelor's Degree or equivalent preferred

Ability to work a flexible schedule between hours of 7am est and 7pm est M-F

Extremely strong organization skills

Strong use of situational judgement to determine best course of action for a given issue

Demonstrated individual ownership and accountability while working in a complex environment

The pay range for the role is $37,000 to $63,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled