Product Support Specialist

Option to work remotely

Position Filled

Product Support Specialist

  • Competitive salary
  • Lots of opportunities for learning and training on a range of technologies
  • Remote work option

Our client is a global technology company and pioneer of mobile voice recording and intelligent communications surveillance. Offering a service across the world’s financial community, including top banks and inter-dealer brokers in the US, Canada, Europe and Asia, our client provides the most comprehensive suite of products that addresses key challenges around data integration, processing and analytics for the world’s financial community.

Established and secure, our client believes now is the right time to further expand across the globe, and they are looking to build a New Zealand based team to add further depth to their award winning company. Queenstown has been confirmed as the home base for the NZ team and while much of the work can be done remotely, it would be a requirement for all team members to be able to travel to Queenstown on occasion.

A crucial member of this team is the Product Support Specialist, and that is where you come in. With your obsession to deliver quality client service, exceptional technical skills and commercial experience, you can make a real impact whether it be in meetings with C-Level participants or when delivering complex software solutions to the financial markets. Please be aware that part of this role is likely to eventually include global travel.

Your achievement in this role will be made through your successful execution of the following tasks and responsibilities:

  • Help resolve software and technical questions for the customer efficiently and effectively for clients based throughout Asia-Pacific
  • Own a customer support ticket from start to finish ensuring that SLA’s are met throughout the lifecycle
  • Be the voice of the customer internally by escalating high priority customer issues
  • Provide quick resolution for customer issues where applicable
  • Gather the required information necessary in order to best handle customer software technical queries
  • Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
  • Research and identify solutions and software issues
  • Diagnose and troubleshoot technical issues, including performance issues, SLA breaches
  • Provide prompt and accurate feedback to clients
  • Ensure all issues are properly captured and logged
  • Prioritise several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after trouble shooting
  • Extensively research and document customer technical issues
  • Run monitoring reports for usage, performance, and/or availability
  • Manage expectations with internal stakeholders

With a career history that boasts your work ethic, ability to communicate effectively and empathise with customers, your experience and knowledge will also include:

  • 2-4 years’ experience working in Customer Support, Ops role. Preferably in a financial or banking sector
  • Bachelor’s Degree – B.com, B.Sc. or any other technical field
  • Basic knowledge of Mobile Telecommunications technologies advantageous
  • Excellent ability to learn and articulate software-related and technical concepts.
  • Excellent Customer Service Orientation
  • Strong documentation skills
  • Common sense and the ability to remain calm and professional under pressure

Furthermore, you see yourself as a people person who can quickly build strong relationships with colleagues and clients and bring:

  • Good debugging skills
  • Familiarity with JIRA Service Desk
  • A background in Agile and/or Waterfall project and software methodologies and ability to converse in Spanish, Mandarin and / or Cantonese

If you are looking for an award-winning company to add your value and expertise to, and want to work and surround yourself with likeminded professionals, this is the opportunity you need to get onboard with.

Register your interest via the link below

E3 Recruit. We Get People

According to E3 Recruit Limited recruitment procedures, successful applicants will be required to undergo a variety of screening processes including drug screening and criminal conviction checks.
Only applicants who are legally able to work in the country in which this role is based will be considered.

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