About this role

Provides a successful and efficient support journey to all Duck Creek customers
Acts as the primary point of contact for all external and internal support cases
Responds to cases submitted by customers via the customer portal
Performs case qualification and routes the case to the appropriate group for resolution
Ensures incident response SLOs are met
Recommends and implements performance improvements to meet SLA's

Bachelor’s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science, Communications, Business Administration or related degree
Minimum 1 year Customer Management Experience
Awareness of: ServiceNow or other ITSM systems
Knowledge of: The Duck Creek solution
Strong communication & collaboration skills
Complex problem-solving skills
Effective negotiation skills
Time & Priority management skills
Ability to facilitate client meetings with effective outcomes
Understanding the Duck Creek release process
Understanding of the Duck Creek product licensing site and execution per contracts

Flexible-First employer, offering choices to work from an office, home, or hybrid schedule
Inclusive culture promoting diversity and equity

Application Support Administrator

Key skills