Product Operations Analyst

Posting Description:

- W_e’re hiring_

We are currently recruiting a** Prodict Operations Analyst** to join our **CoverWallet team** in **Aon's Center for Innovation & Analytics (Singapore).**

**About CoverWallet**:
CoverWallet, an Aon company, was founded in 2015 to reinvent the $100 billion small business insurance industry. We have an incredibly talented team of ~400 colleagues in New York, Spain and Singapore working collaboratively to develop a global digital insurance platform powered by data science, user-centric design and modern technologies. As a part of Aon, a leading global professional services firm providing a broad range of risk, retirement and health solutions with 50,000 colleagues in 120 countries, CoverWallet has the mindset and culture of a high-growth startup with the backing and support of a global multinational company.

CoverWallet is the easiest way for businesses to understand, buy, and manage insurance online and has been recognized as a CNBC Upstart 100, won the Best Insurtech Solution from the Benzinga Awards and was named “One of the Most Entrepreneurial Companies in America” by Entrepreneur Magazine.

**Responsibilities**:

- Deliver exceptional product support to front-line employees using our platform
- Define product support metrics and SLAs, and configure and maintain appropriate tracking systems
- Identify and document steps needed to reproduce platform issues
- Participate in UAT (user acceptance testing) and provide actionable feedback
- Escalate tickets requiring product & engineering input with the appropriate level of urgency and close the loop upon resolution
- Work with Product, Tech, Sales and Operations teams to maintain comprehensive internal documentation about our platform
- Identify opportunities to improve user experience to decrease future training needs and support volume
- Participate in user-acceptance testing for new products and features
- Regularly share support metrics and product feedback to the Product team

**Requirements**:

- Bachelor’s degree and 3+ years of product/technical support experience
- Experience working in Salesforce or with Salesforce Administration is preferred
- Exceptional troubleshooting and problem-solving skills
Ability to learn new technologies and keep up-to-date on a rapidly changing platform
- Self-motivated and resourceful, with a strong ability to work autonomously
- Experience working with and configuring tracking systems such as Jira
- Experience with monitoring software and business intelligence tools is a plus
- Experience with Looker to query data, validate data accuracy, identify error sources and draw meaningful insights
- Willingness to roll up your sleeves and get things done
- Comfortable working in a fast-paced and dynamic environment interacting with multiple teams spread across various geographies
- Strong written and verbal communication skills
- **How to Apply**

**We Offer You**

A competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

**Our Colleague Experience**
Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience.

**Aon is an equal opportunities employer. We are committed to creating a winning and inclusive culture where everyone feels valued and has opportunities for growth and development.