Product Technical Support

As a Product Technical Support at Talent Worx, you'll engage with clients and suppliers by providing support through various channels, including email and live chat. You’ll handle issue investigations, reproduce product defects, and maintain effective documentation. Your role is vital in ensuring a seamless user experience and helping our clients utilize our Assent applications to their full potential.

To qualify for the Product Technical Support role at Talent Worx, you should hold a relevant Bachelor's degree or have equivalent experience in Technical Support. Additionally, 1-2 years in a software or technical support role is preferred. Strong communication skills and the ability to manage multiple tasks efficiently will also be key assets for candidates.

Essential skills for the Product Technical Support position at Talent Worx include excellent verbal and written communication, critical thinking, and problem-solving abilities. Familiarity with SQL for querying databases and experience with logging and tracking tools is also important. A passion for technology and the willingness to learn continuously will set you up for success.

At Talent Worx, we believe in continuous learning and growth. As a Product Technical Support team member, you will participate in training sessions to stay updated on new features and processes. You'll also have opportunities for knowledge sharing and collaboration with your team, ensuring you're always enhancing your skills and expertise.

The Product Technical Support role at Talent Worx requires flexibility regarding work schedules. You should be available to work various shifts, including evenings and weekends, to accommodate client needs. This flexible scheduling helps ensure that we provide comprehensive support whenever our clients need it.

When faced with difficult customer interactions, it’s important to remain calm and empathetic. Listen carefully to their concerns, ask clarifying questions, and confirm your understanding before attempting to resolve the issue. This builds trust and shows that you’re committed to helping them.

My troubleshooting process begins with gathering detailed information about the issue, including steps to reproduce it. After identifying the problem, I utilize available troubleshooting tools and document everything meticulously, which not only helps in resolution but aids future troubleshooting efforts.

In my previous role, I regularly created knowledge base articles and detailed documentation of technical solutions. I ensured that this information was accessible to both clients and internal teams, empowering them to resolve issues independently and learn from documented experiences.

Prioritization in a busy support environment hinges on assessing urgency and the impact on customer satisfaction. I typically use a ticket management system to evaluate the severity of each issue and prioritize them accordingly, ensuring that critical issues are addressed first.

I am proficient in several ticket management systems, including JIRA and Zendesk. These tools have equipped me with the ability to track, manage, and resolve support tickets efficiently, ensuring timely communication and resolution of issues.

I stay updated on new features and products through a combination of training sessions, webinars, and internal knowledge-sharing meetings. Additionally, I engage with product updates and documentation regularly to keep my knowledge base current.

While I may not have used Assent applications specifically, I have experience with similar software in data analytics and technical support roles. My ability to quickly learn and adapt to new tools will enable me to become proficient in Assent applications promptly.

In my last role, a customer faced a critical issue that impacted their operations. I worked overtime to resolve their problem, providing updates every step of the way. By delivering exceptional service during their time of need, I not only resolved the issue but also earned their loyalty and gratitude.

I have a natural curiosity about technology, doing research, attending workshops, and reading industry-related materials. This passion drives me to explore new tools and trends, which in turn enhances my technical capabilities and effectiveness in support roles.

I want to join Talent Worx because of its commitment to innovation and excellence in technology solutions. I am excited about the opportunity to contribute to a team that empowers clients with insights that drive confident decision-making in a rapidly changing digital landscape.