Responsible for providing a successful and efficient support journey to all Duck Creek customers
Acts as the primary point of contact, facilitates the intake, qualification, resolution, and routing of all external and internal support cases
Responds to cases submitted by customers via the customer portal
Performs case qualification, ensures that all necessary information is present, and the appropriate severity is determined
Provides First Point of Resolution when applicable relying on Knowledge Base articles containing Known Issues and Related Case records
Routes the case to the appropriate group for resolution
Assumes accountability to the requestor of the case for its entire life cycle
Ensures that incident response SLOs are met and customer communication is consistent, clear and comprehensive
Recommends and implements performance improvements to meet SLA's and increase overall efficiency

Bachelor’s degree, or foreign equivalent, in Software/Computer Engineering, Computer Science, Communications, Business Administration or related degree
Minimum 1 year Customer Management Experience
Minimum 1 year knowledge of ServiceNow or other ITSM systems
Awareness and knowledge of the Duck Creek solution
Strong communication & collaboration skills
Complex problem-solving skills
Effective negotiation skills
Escalation mitigation skills
Time & Priority management skills
Ability to facilitate client meetings with effective outcomes
Ability to create trusted relationships
Ability to provide critical timeline reporting for leadership

Application Support Administrator

Key skills