- Location
- Manila, Philippines
- Last Published
- Feb. 6, 2025
- Sector
- Business Applications
- Functions
- IT
- Customer Service
SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The SC app was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth. Role Description: The purpose of the role is to support users of SC Care Australia's insurance quote and bind platform. More specifically, the role will attend to; Triaging help requests from users of the insurance quote and bind insurance platformProviding real-time support to users of the platform Raising tickets with the platform vendor where necessary and monitor resolution of tickets Managing product configuration with the platform vendor for new insurance products and changes to the existing product
Key Responsibilities
- Triage of Customer support inbox /slack, responding to broker queries
- Raising bugs for relevant teams to resolve & tracking to completion
- User management & applications with Care
- New broker signups, Broker on/offboarding
- Product configuration management
- Reporting of customer support issues
- Creation of Certificates of Currency
Daily Tasks
- Monitor, respond and action support requests;
- Raise tickets with platform vendor as needed
- Detail issues that occur & reproduce them so that they are reportable for fixes
- Manage teams for internal and Broker users;
- Manual confirmation of brokers;
- Assistance with password resets or confirmations as requiredIdentify new broker signups that need to be attached to a Team within the platform;
- Offboard broker users as required;
- Assist brokers when they change email addresses;
- Assist brokers managing their team user access
- Create technical documentation for question sets and associated logic and rules for insurance products within the system;
- Coordinate configuration changes for the platform with the vendor (eg changes to questions, rules, product options) based on requirements provided by SC Care Technical team
- Provide regular summaries of recent issues, resolution points and outstanding items
- Collaborate with Underwriter and other SC Care business functions as needed
Systems
- Slack
- Google Groups (email)
- JIRA & ticketing
- JIRA Jira service desk
- Periscope
- Care app
- Evari
- Tableau
- Gsuite
- Confluence
- Postman (to interact with Evari)
- Google docs
Skills and Qualification
- String problem-solving and excellent communication skills
- Systems or business analyst abilities
- Understanding of the Evari system
- String Attention to detail
- Basic Spreadsheet abilities
- Systems or business analyst abilities
- Understanding of the insurance product and sales/underwriting process
- Basic data analysis to report on issues
- Critical thinking and problem diagnosis
- Ability to follow a process guide
- Word/google docs experience
- At least 1-2 years of relevant experience