HelpDesk Specialist/ Product Support Specialist

Our Client, a leading international Compliance Firm, with its headquarters in Hong Kong, and a growing team of many lawyers, accountants, economists, researchers and business advisory specialists to support most reputable multinational companies on their compliance issues, is currently looking for:

PRODUCT SUPPORT SPECIALIST
Place of work: Cracow

Scope of duties:
• Provide 1st and 2nd level support to company’s global clients, across a portfolio of compliance products and services including our proprietary ComplianceDesktop® | Anti-Corruption compliance platform
• Record all service requests and incidents reported by phone, email, corporate website or web chat and respond in a timely, courteous and professional manner.
• Assist the Service Desk Manager in operational matters such as reporting, user documentation, internal training, desk side support where required. Partner with Quality Assurance Engineers and System Administrators to verify software bug or fixes.
• Proactively collect and relay feedback from internal and external stakeholders and provide recommendations on improvements to our product support, enhancement, implementation processes and other client service issues.
• Responsible for building and maintaining excellent business relationships with colleagues, clients and other stakeholders
• Understand and compliance with all internal and external KPI’s and SLA’s. Extend help to provide reports on KPIs and trends to the management.

Requirements:
• University degree in Technology related field or equal related experience
• Minimum 3 years’ experience in global customer service team
• At least basic knowledge of: SQL, HTML, CSS, Software Quality, Test Automation, MS Dynamics Service Desk or similar and Chrome DevTools, New Relic to diagnose performance issues would be an advantage
• Excellent verbal and written command of English
• Ability to work flexible hours and to travel (collaboration with geographically dispersed team providing 24/7 coverage)
• Proficient with Microsoft Windows and Microsoft Office applications e.g. Word, Excel
• Communicative, calm and patient, ability to work under pressure, high attention to detail, strong analytical and problem-solving skills

The company is offering:

• Attractive salary package
• Various additional benefits like health and sport package
• Stable employment based on an employment agreement
• Work in multinational environment

If this position appeals to you, please apply providing us with your CV in English.