The Role Act as a Subject Matter Expert to provide high quality complex technical support to our clients. Use your troubleshooting skills, experience and technical knowledge to obtain and recommend resolutions to issues. Escalate customer issues as necessary and ensure fixes and solutions are delivered to customers in a timely manner. Contribute feedback, insights and suggestions to identify product improvement opportunities aimed at reducing support costs and enhancing client satisfaction. Work with the Product & Engineering Leadership team to help identify application enhancements that will improve the user experience and further facilitate the support process. · Engage in problem and knowledge management activities for our products. · Participate in our on-call rotation to provide support for critical issues. The Requirements Experienced technical support analyst. Familiar with supporting complex and/or bespoke software solutions. Comfortable with supporting clients in SaaS environments. Gold standard client facing skills, passionate about delivering great support. An understanding of cloud-based technologies; Microsoft Azure, Active Directory, networking fundamentals, etc. Great organisational skills and a self-starter. Experience using ITSM tools. Strong interpersonal skills, with the ability to work effectively with many stakeholders. Solid verbal and written communication skills, and the ability to present technical information clearly and concisely. Other desirable but not essentials skills including: Leadership experience. Experience with highly dynamic and configurable systems. Programming knowledge. Knowledge of the insurance industry Equal Opportunity Employer At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity. At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution. (ICT_TECH TD_2025_29)