System Liaison

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title:      System Liaison

Location Information  Remote

Position Responsibilities:

As a System Liaison, you will play a vital role in supporting a mission-critical application used within the insurance industry. You will be responsible for handling escalated technical incidents and service requests, working closely with both the Service Desk and our valued customers. This position is ideal for an individual who takes pride in troubleshooting complex issues, enjoys improving processes, and finds satisfaction in helping others.

• Receive, investigate, diagnose, and resolve escalated incidents and service requests from the Service Desk.
• Communicate proactively with customers to address incidents and service requests, providing updates and ensuring satisfaction upon resolution.
• Maintain thorough and timely logs of incident and service request statuses.
• Collaborate with fellow support team members and escalate issues to higher levels as appropriate.
• Monitor and triage the incident and service request queue in partnership with management and the support team.
• Develop, test, and execute SQL and PL/SQL update queries to resolve system incidents.
• Work collaboratively within an agile team environment to support and enhance application functionality.

Essential Skills, Experience

• Associate’s degree or higher, or equivalent work experience.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel).
• Solid experience with Oracle and SQL for data troubleshooting and resolution tasks.
• Outstanding analytical and problem-solving skills, with a proven ability to evaluate requirements and deliver effective support solutions.
• Excellent interpersonal and customer service skills; able to build rapport with users and ensure high levels of customer satisfaction.
• Exceptional written and verbal communication skills, capable of presenting findings and recommendations professionally.
• Strong organizational skills, with the ability to manage and prioritize multiple projects and tasks concurrently.
• Experience with agile development practices is highly desired.

Qualifications:

• Associate’s degree or relevant professional experience required.
• Previous experience supporting applications in a technical support, help desk, or liaison role is a plus.
• Demonstrated experience working with database query languages, particularly SQL and PL/SQL.
• Prior exposure to the insurance industry or similar regulated environments preferred but not required.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law
This Organization Participates in E-Verify

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