Associate Specialist - Customer Support

TL;DR

Associate Specialist - Customer Support: Provides technical support for complex issues affecting Refinitiv products, resolving issues remotely and implementing preventative measures with an accent on expert technical support for various hirify.global products. Focus on recording customer queries, maintaining client updates throughout the case lifecycle, and performing break-fix activities.

Location: Onsite in Taguig City, Philippines

Company

hirify.global is a leading global financial markets infrastructure and data provider, with a dynamic organisation of 25,000 people across 65 countries.

What you will do

• Provide expert technical support for several hirify.global products to customers, internal partners, and 3rd party engineers.
• Remotely resolve issues or look for trends and implement preventative measures.
• Work with Product teams and Development groups, and 3rd party service providers.
• Record all customer queries, interactions, and investigation progress in CRM tools (Salesforce).
• Keep clients updated throughout the case life cycle to reduce resolution times.
• Perform break fix activities affecting customer sites remotely and arrange for on-site dispatches when required.

Requirements

• English fluency required.
• 2 years of experience in technical support.
• Solid understanding of operating systems, networks, IT security, and Office suite of products.
• Basic knowledge of HTTP & Websocket Protocols.
• Experience in a customer service environment and outstanding customer service skills.
• Familiarity with hirify.global desktop products (hirify.global Workspace, hirify.global Workspace Add-in and T1) and basic understanding of Wireshark, DevTools, Process Monitor.

Culture & Benefits

• Be part of a dynamic organisation of 25,000 people across 65 countries that values innovation, quality, and continuous improvement.
• hirify.global is an equal opportunities employer, valuing individuality and enabling employees to bring their true self to work.
• Committed to sustainability across its global business and partners with customers to meet sustainability objectives.
• Offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.
• Opportunity to work shifts and weekends on a rotation basis.