At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.If you believe in developing a better tomorrow, read on.About the RoleProvide support to Agency Force on iMO Solutions
AIA interactive Mobile Office (iMO), is a complete suite of modules that enables our sales force to successfully manage their business effectively and at their convenience from an iPad. iMO is designed to achieve the goal of ease of doing business, for our customers and sales representatives and is a completely paperless application.
You will be responsible to provide location consultation support to AIA distribution representatives on the usage of the iMO platform as well as other in-house mobile applications/online portals.
Roles and Responsibilities:- Handle phone, email and walk-in queries on usage of the various iMO modules, in-house mobile applications and online portals.
- Tasked as SME for various mobile applications.
- Understand and clarify feedbacks received from iMO users, providing support and guidance on application usage as necessary.
- Liaise with internal departments to diagnose and determine the severity of the issues.
- Submit issues into an incident management platform and propose solutions where possible.
- Raise a ticket to Technology Helpdesk, if the issue needs to be follow up by the Technology team.
- Follow up with Technology team to obtain updates, perform UAT when required and ensure issues get resolved.
- Review and consolidate new enhancements, features, fixes and changes to the iMO modules for improvements.
- Provide and maintain regular or ad-hoc communications via alerts and email to sales force on application-related information.
- Update reference materials including user's guide, EDM and FAQs.
- Shift rotation
- Perform other responsibilities and duties periodically assigned.
Job Requirements:- Diploma in business/finance/technology or relevant.
- Minimum 2 years of experience, preferably in helpdesk or technical support role.
- Active listener and able to articulate technical know-how to the audience.
- Customer-oriented and able to communicate well with all levels.
- Experience in insurance industry will be an added advantage.
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