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.

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