Product Technical Support

Talent Worx is a growing services & recruitment consulting firm, we are hiring for our client which is a leading provider of financial intelligence, data analytics, and AI-driven solutions, empowering businesses worldwide with insights for confident decision-making. Join to work on cutting-edge technologies, drive digital transformation, and shape the future of global markets.

KEY REQUIREMENTS AND RESPONSIBILITIES 

• Client and Supplier Engagement: Engage with our clients and suppliers in a professional and pleasant manner to enhance user experience, acting as a first responder to support Cases and continually updating Cases with new information throughout the support process
• Assent Application Expertise: Become an expert user of Assent applications
• Issue investigation:  Utilize troubleshooting tools to identify and provide necessary information for investigations
• Issue Reproduction: Gather information on defects, reproduce and clearly define identified product issues raised by our clients and suppliers 
• Multi-Channel Support and Communication: Provide support through multiple channels, including email, phone, live chat and screen share sessions to ensure comprehensive client assistance.
• Documentation: Maintain comprehensive and accurate documentation of support interactions and technical issues via cases and knowledge base articles .
• Queue Management: Product support queue management and updating Cases with new information
• Performance Metrics: Work within set key performance measurements defined by the Product Technical Support management team
• Information Management: Use Assent's proprietary software to search, track and enter information for clients
• Escalation Handling: Identify and escalate defects and any complex issues to tier 2 support team.
• Training and Knowledge Sharing: Participate in training sessions to stay updated on new features and processes and share knowledge and best practices with team members to improve overall team performance.
• Shifts Flexibility: Available and willing to work various shifts including evenings and weekends
• Security Compliance: Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent. 

YOUR KNOWLEDGE, SKILLS, AND ABILITIES 

We strongly value your talent, energy, and passion. It will also be valuable to Assent if you have the following qualifications.

• Communication Skills: Excellent verbal and written communication skills, primarily in English.
• Educational Background: Relevant Bachelor's degree or equivalent experience in Technical Support.
• Experience: 1-2 years of experience in a software or technical support role.
• Self-Management: Self-starter with excellent time management skills, able to adhere to deadlines and prioritize tasks effectively.
• Problem-Solving: Fast learner, self-motivated, and dedicated to going the extra mile to solve problems.
• Database Management: Basic understanding of SQL for querying databases to retrieve information relevant to support cases.
• Reproducing Technical Issues: Experienced in replicating reported issues in various environments to diagnose and troubleshoot effectively.
• Logging Tools and Ticket Management Systems: Skilled in using troubleshooting tools and ticket management systems to track, manage and resolve support tickets.
• Adaptability: Highly adaptable and flexible, thriving in a fast-paced, dynamic business environment.
• Technical Curiosity: You have a natural curiosity about technology and AI, constantly seeking to understand how they work and exploring their potential.
• Documentation: Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams.
• Critical Thinking: Strong critical thinker, able to suggest, implement, and support efficient and effective solutions.
• Attention to Detail: Diligent and detail-oriented, with a high level of accuracy in work.
• Perseverance: Demonstrates grit and conscientiousness, consistently working towards providing solutions and achieving excellence.
• Lifelong Learning: Lifelong learner with a continuous thirst for knowledge and self-improvement.

Proficiency in Productivity Tools: Proficient in MS Office Suite, Google Applications, and other office productivity tools.