Support Analyst

Company Description

SecureNow is a technology-driven insurance brokerage firm focused on providing pure-risk commercial insurance solutions to small and medium enterprises. By leveraging technology, the company ensures sustainable distribution of quality insurances while offering exceptional claims support to its clients. Trusted by over 24,000 clients, SecureNow has earned numerous industry accolades, including recognition by Asia Insurance Review and the Economic Forum. The company also offers a robust mobile app and an extensive repository of insurance knowledge through Insuropedia, simplifying insurance processes for businesses.

Role Description

System L1, L2 Support & Infrastructure Administration

• Incidence Management, Production Issues, escalation and Outages (L1/ L2). Resolve and respond to incidence management tickets in freshdesk/zohodesk or similar such incidence management tools.
• Ensure rapid restoration of critical business services. (ex. Portal Failures for Web, App and CRM, API integration issues, Customer Call Drops, Mail Delivery Failures, SMS and Whatsapp issues).
• Support with day-to-day issues (ex. eCard Uploads, Bulk emails, Portal Updates, duplicate data, user data correction etc) 
• Handle Microsoft 365 Administration / Outlook email configuration issues and troubleshooting (e.g., password reset, access issues, data archival, Mailbox storage, email read issue resolution, email service domain updates) with the help of Vendors.
• Manage Production credentials and update access controls to Systems upon team member exits as per Organization Process.

Stakeholder & Vendor Coordination

• Serve as the primary IT point-of-contact between business teams and IT Vendors.
• Liaise with third-party vendors for Pricing, renewal and billing/invoicing matters.
• Coordinate escalations with Vendors for critical production issues. Opening Complaint request tickets, following up and conducting RCA for the same.

Product Testing Support

• Conduct thorough staging-environment testing of new features, bug fixes, and module enhancements across platforms.
• Issue formal sign-off emails to developers, authorizing production deployment after successful staging validation.
• Perform post-deployment sanity checks on production environments to verify feature integrity.
• Prepare and share detailed test case documentation (Excel-based) for feature validation.

Reporting & Data Analytics Support

• Generate and distribute ‘scheduled’ and ‘On-demand’ reports.
• Preparing scheduled internal reports in Excel sheet on a regular basis. Ex. Resource planning data, Attendance Data, CRM Data and Campaign Measurement data. ‘On demand’ reports such as Unassigned Leads, Clients, eClaims and Endorsement data.  
• Follow up with the stakeholder/developer for data discrepancies.  
• Define report logic and data filters for business-specific reporting requirements.
• Manage Data Archival as per Organization’s Process.

Skills & Competencies Required

• 6-7 Years overall experience in Incidence/Support/QA
• Strong understanding of Corporate Insurance Domain (Group Health, Marine, Professional Indemnity etc)
• Strong written & Verbal communication
• Proficiency in MS Excel and MS office tools.
• Working Knowledge of software tools similar to Mailchimp, Google Play (updating APKs), Apple App Store, Mandrill, Freshdesk, ValueFirst, MS365 & Super Receptionist 
• Hands on experience with Vendor Co-ordination & Liaison
• Hands-on experience in QA / UAT (User Acceptance Testing)
• Hands on over latest AI tools such as Claude, NotebookLM and ChatGPT is a plus
• Working knowledge of Microsoft 365 ecosystem (Teams, Outlook, OneDrive, SharePoint)
• Experience with data extraction, reports and data migration
• Ability to prioritize and manage multiple concurrent tasks.