Product Technical Support Specialist Tier 1 at Eldotec Consultancy Services Ltd

Job Description

The Product Technical Support Specialist Tier 1 (T1) will play an integral role in understanding and responding to the needs of our external stakeholders, namely Assent’s suppliers and customers, in the spirit of ensuring customer success through the successful execution of product support. As part of Assent’s Product Technical Support department, the Product Technical Support Specialist T1 will play an integral role in managing the use of Assent Platforms. The ideal Product Technical Support Specialist T1 is well-rounded, highly motivated, resourceful, passionate about customer success and support, tech-savvy, and loves engaging with others.

• Engage with our clients and suppliers professionally and pleasantly to enhance user experience, acting as a first responder to support tickets and continually updating tickets with new information throughout the support process
• Become an expert user of Assent applications
• Utilize logging tools to identify and provide necessary information for investigations
• Reproduce and clearly define identified product issues raised by our clients and suppliers
• Liaise with suppliers and clients via cases, chat and calls to gather information on defects and assist with requests
• Document and escalate confirmed defects to Product Technical Support Specialist Tier 2, providing detailed information on the cases for further troubleshooting and issue logging.
• Providing customers and suppliers with suitable workarounds for reported issues as they are being worked on.
• Identifying recurring issues, creating and updating knowledge base articles and documentation for internal and customer use. 
• Product support queue management and updating tickets with new information.
• Answer, screen, and forward incoming phone calls while providing basic information when required to ensure optimum client experience and satisfaction. 
• Work within set key performance measurements defined by the Product Technical Support management team
• Use Assent’s proprietary software to search, track and enter information for clients
• Available and willing to work various shifts including evenings and weekends
• Be familiar with corporate security policies and follow the guidance set out by the processes and procedures of Assent. 

Qualifications

• 1-2 years experience in a software or technical support role
• Solid Excel skills, able to easily navigate most Excel functions
• Comfortable utilizing multiple tools at once, ability to effectively multi-task
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment 
• You are diligent and detail-oriented you pay high attention to detail and you double-check everything
• You are proficient in the use of MS Office Suite, Google Applications, and other Office productivity tools.