Product Support Analyst

Robert Walters is the world's most trusted talent solutions business. Across the globe, we deliver recruitment, recruitment process outsourcing and advisory services for businesses of all shapes and sizes, opening doors for people with diverse skills, ambitions, and backgrounds.

We help organisations find the skills and solutions to reach their goals and assist talented professionals to power their unique potential.

We offer our people incredible career opportunities as well as an inclusive culture and flexible working.

Purpose:

The holder of this role will be responsible for supporting our business products

Key Responsibilities:

• Provide specialised product support and act as point of escalation for requests and incidents that service desk personnel are unable to resolve
• Operate within SLAs agreed between T&T and the Business
• Troubleshoot product issues, guide customers with best practice
• Collaborate with internal T&T teams to ensure effective communication of Changes, Problems and Incidents, improved service and increased customer satisfaction
• Escalate complex issues, technical bugs to relevant team and departments when necessary
• Contribute to technical projects by providing subject matter expertise so that deadlines and objectives are met
• Assist in creating and updating internal support documentation and user guides
• Collaborate with Product Managers & Owners, Business Partners and other business stakeholders to help deliver Products and enhancements to products through configuration
• Ensure the team is adhering to Global Change policy
• Upskill on new technologies as the need arises.
• Establish relationships with 3rd party product vendors and manage escalation of incidents

Skills and Experience:

• Proven experience in customer support roles, preferably in a technical or software environment
• Proficiency in Ticketing System (Jira Service Management)
• Understanding of CRM products (Profile, Zenith, TalentSource)
• Understanding of Business Products (Docusign, JIRA Products etc)
• Understanding of Agile and other project management methodologies
• A proven track record of performing to the highest professional standards, including solid service, operational, and delivery process/documentation standards.
• Proficiency in SQL preferred

Competencies

• Excellent communication skills (verbal and written)
• Ability to troubleshoot complex technical problems
• Strong organisation skill and attention to detail
• Ability to priortise workload
• Ability to work independently and as part of a global team in a fast-paced environment
• Good understanding of the recruitment business
• Confidence to deal with all levels of the business
• Ability to manage multiple tasks simultaneously & meet deadlines

Other

• Other duties which are reasonably within the capabilities of a staff member in this position may need to be performed from time to time, in addition to or instead of the above duties.
• The requirements of this role may change over time and staff are required to comply with all such reasonable changes

Benefits:

• A unique opportunity to drive projects such as Employer Branding, Talent pipelining, Recruitment Innovation, Candidate Experience
• A track record of high performance and an ability to deliver excellent results consistently is key. In return for your hard work, you'll be offered a competitive top salary and benefits package with bonuses/commission and fantastic incentives programme
• Private medical insurance
• A fantastic training and development programme
• Volunteer time off
• The opportunity to partake / qualify for our Global incentive weekend
• Employee wellbeing through various programmes
• You'll have plenty of opportunities to progress your career, both in your country and other locations around the world. That's the benefit of working for a large global organisation. One that is at the forefront of recruitment innovation, and a specialist in RPO and MSP

"As a Disability Confident Employer, Robert Walters is committed to offering a fully inclusive and accessible recruitment process to all candidates. If you require any accommodations or adjustments as a result of a disability, impairment or health condition, please do not hesitate to let me know."

Robert Walters - Global Talent Solutions

Apply now.