1st Line Product Support Representative

Role Overview: You will be responsible for responding to enquiries from international clients, either via phone or email, in English in a professional manner. Your primary duties will include resolving customer issues and requests quickly and accurately, performing technical troubleshooting steps, and maintaining accurate records of customer interactions through case management systems. Additionally, you will produce documentation for clients to expected standards and guidelines, collaborate with other departments to resolve complex customer issues, and provide feedback on recurring customer issues to help improve processes and products. It is crucial for you to stay updated on company products, services, and policies to provide accurate information to customers and adhere to company policies and procedures, including data protection and confidentiality guidelines. Key Responsibilities: - Respond to enquiries from international clients via phone or email in a professional manner - Resolve customer issues and requests quickly and accurately - Perform technical troubleshooting steps to resolve client issues - Maintain accurate records of customer interactions via case management systems - Produce documentation for clients to expected standards and guidelines - Collaborate with other departments to resolve complex customer issues - Provide feedback on recurring customer issues to help improve processes and products - Stay updated on company products, services, and policies to provide accurate information to customers - Adhere to company policies and procedures, including data protection and confidentiality guidelines Qualifications Required: - Strong spoken and written English skills - Bachelor's degree in either a finance or technology-related subject, or 2 years of experience working in a client support role for a similar firm to ION Analytics - Ability to learn and apply new skills quickly under own direction - Ability to prioritize and reprioritize work due to changing business/client requirements - Resilience in the face of difficult client interactions and high-pressure deadlines - Ability to handle high volumes of customer interactions (Note: No additional details about the company were provided in the job description) Role Overview: You will be responsible for responding to enquiries from international clients, either via phone or email, in English in a professional manner. Your primary duties will include resolving customer issues and requests quickly and accurately, performing technical troubleshooting steps, and maintaining accurate records of customer interactions through case management systems. Additionally, you will produce documentation for clients to expected standards and guidelines, collaborate with other departments to resolve complex customer issues, and provide feedback on recurring customer issues to help improve processes and products. It is crucial for you to stay updated on company products, services, and policies to provide accurate information to customers and adhere to company policies and procedures, including data protection and confidentiality guidelines. Key Responsibilities: - Respond to enquiries from international clients via phone or email in a professional manner - Resolve customer issues and requests quickly and accurately - Perform technical troubleshooting steps to resolve client issues - Maintain accurate records of customer interactions via case management systems - Produce documentation for clients to expected standards and guidelines - Collaborate with other departments to resolve complex customer issues - Provide feedback on recurring customer issues to help improve processes and products - Stay updated on company products, services, and policies to provide accurate information to customers - Adhere to company policies and procedures, including data protection and confidentiality guidelines Qualifications Required: - Strong spoken and written English skills - Bachelor's degree in either a finance or technology-related subject, or 2 years of experience working in a client support role for a similar firm to ION Analytics - Ability to learn and apply new skills quickly under own direction - Ability to prioritize and reprioritize work due to changing business/client requirements - Resilience in the face of difficult client interactions and high-pressure deadlines - Ability to handle high volumes of customer interactions (Note: No additional details about the company were provided in the job description)