Client Support Analyst - Datalytics - Remote U.S

Milliman’s Milwaukee Property and Casualty practice develops innovative products and provides actuarial consulting services. Milliman Datalytics-Defense® is an e-billing solution designed for the analytical needs of insurance companies. The platform supports the submission, review, and payment of defense attorney invoices and includes dynamic workflows, escalation paths, auditing capabilities, and configurable business rules. It also captures and presents data that helps clients manage defense firms through peer comparisons and predictive analytics.

Our Datalytics team is looking for a Client Support Analyst to work closely with internal and external business users. As the first level of support to team members, clients and their vendor partners, you’ll respond promptly to incoming requests for help with bugs and data issues and assist with designing and maintaining user guides and other collateral materials. Managing multiple issues at the same time is just part of any typical day in this role.

Even when tasks feel repetitive or mundane, the Client Support Analyst never loses sight of little details that mean a lot to our clients.

Our ideal candidate will bring business analysis, technical know-how, and empathetic customer support to this role. The Datalytics team relies upon the Client Support Analyst to meticulously organize all issue resolution information, and create detailed documentation related to all requests and resolutions. In addition to “quick fixes” for their users, our clients rely upon the Client Support Analyst to assist users with tasks such as navigating the product, troubleshooting to locate files, and investigate issues within data files using Excel and SQL.

This role will benefit from your experience with technical customer support and data analysis. The ideal candidate will have worked in a professional services environment, supporting software products. Knowledge of the insurance and/or legal fields would also be helpful.

Joining this small, remote team requires proactive and open communication, adaptability, and a willingness to work closely with developers and product managers throughout the development lifecycle.

• Master all client-facing interfaces in order to validate the underlying data, test new features or modifications to existing features and recommend enhancements to improve user experience.
• Collaborate with developers, product managers, and other team members to improve quality throughout the development lifecycle.
• Design and run simple queries to gather necessary data for addressing client issues while providing continuous communication on the status of the resolution.
• Convert data into graphic formats such as exhibits and PowerPoint slides.
• Gather sufficient details on more complicated issues and elevate the request to the appropriate team member.
• Collaborate with development team to identify and correct application bugs.
• Document and record all user requests in a central data repository.
• Create routine reports and make recommendations to business and technology team members for application enhancements based upon user support requests.
• Maintain and modify client user support tools such as “Frequently Asked Questions” page and training videos.
• Create mass communications for users about new features and/or helpful tips including the application splash pages.
• Identify patterns in data and generate insights from the available information.

• 2+ years of relevant…