IONA - 1st Line Product Support Representative

Job Summary

• Responding to enquiries from international clients, via phone or email, in English in a professional manner.
• Resolving customer issues and requests quickly and accurately.
• Performing technical troubleshooting steps to resolve client issues.
• Maintaining accurate records of customer interactions via case management systems.
• Producing documentation for clients to expected standards and guidelines
• Collaborating with other departments to resolve complex customer issues.
• Providing feedback on recurring customer issues to help improve processes and products.
• Staying updated on company products, services, and policies to provide accurate information to customers.
• Adhering to company policies and procedures, including data protection and confidentiality guidelines.
• Required Skills, Experience and Education :
• Strong spoken English. During the interview process, candidates must demonstrate the ability to speak in a professional manner on the phone in English. Many of our clients contact us when they are under pressure and need help quickly. If high-pressure conversations faze you, this is not the role for you!
• Strong written English. During the interview process you will be asked to complete an exercise conveying information in business English. We expect it to be coherent, grammatical and to follow our guidelines.
• Bachelor s degree in either a finance or a technology related subject or 2 years experience working in a client support role for a similar firm to ION Analytics
• Ability to learn and apply new skills quickly under own direction
• Ability to prioritize and reprioritize work due to changing business / client requirements.
• Resilience in the face of difficult client interactions and high-pressure deadlines
• Ability to handle high volumes of customer interactions.

Skills Required

Client Support, Case Management, Product Support, Troubleshooting