Product Support Specialist

Location: Krakow, Poland

Department: Product Support

Type: Full Time

Min. Experience: Entry Level

Our Operations department is seeking a talented Product Support Specialist to join our growing global team. Based in our Krakow office, the successful candidate will provide application support to the clients of our expanding portfolio of anti-corruption and compliance-related technology products

The Product Support Specialist will log tickets, analyse, research and resolve technical issues, working closely with our client services, product management and software development teams based in Europe, the United States and Asia Pacific.

 Key Tasks and Responsibilities

  • Provide second level end user support to RFG’s global to RFG clients using our proprietary ComplianceDesktop® | Anti-Corruption compliance platform and associated technology products
  • Monitor network stability and respond to alarms within defined timelines.
  • 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 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

Qualifications and Experience

  • University degree in Technology related field
  • Minimum 3 years’ experience in a position supporting both internal and external clients preferred
  • Demonstrated ability to independently manage users in an active directory
  • Familiarity with the fundamental principles of ITIL/SLA - ITIL foundation certification would be a plus
  • Proficiency in SQL scripting language
  • Knowledge in Software Quality assurance or Test Automation an advantage. Excellent verbal and written command of English
  • Proficient with Microsoft Windows and Microsoft Office
  • Familiarity with Cisco, Microsoft and RHEL Operating Systems and Networking
  • Service oriented with a strong focus on client satisfaction
  • Ability to work in a fast-paced and changing environment
  • Ability to work in a fast-paced and changing environment

  • High attention to detail, strong analytical and problem-solving skills

  • Strong communication skills and a demonstrated ability to deal with ambiguy

We offer a competitive salary and benefits package and will provide thorough induction and products training. The Red Flag Group invests in the professional development of its staff and offers a comprehensive information technology management training program, including ITIL service management, IT Security (ISO 27001), project management and network infrastructure courses. 

Candidates are invited to send their cover letter and resume with salary expectations through to the RFG Recruitment Portal. Applicants who are not invited for interviews within 8 weeks may consider their application unsuccessful and should consider their application filed for future reference.

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