Product Support Specialist

Location: Krakow, Poland

Department: Product Support

Type: Full Time

Min. Experience: Entry Level

The Red Flag Group® is a Tech-driven Professional Services Firm that applies our unique set of business solutions to help clients accelerate their performance by managing risk effectively. As The Compliance Firm®, The Red Flag Group® is where Chief Compliance Officers come for strategic advice and solutions to make compliance a competitive advantage.

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, troubleshoot and resolve customer 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 first and second level support to RFG’s global clients, across a portfolio of compliance products and services including our proprietary ComplianceDesktop® | Anti-Corruption compliance platform
  • 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 an advantage
  • Knowledge in Software Quality assurance or Test Automation an advantage. Excellent verbal and written command of English
  • Proficient with Microsoft Windows and Microsoft Office
  • Service oriented with a strong focus on client satisfaction
  • 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 ambiguity

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.

Important, please include the following passage in your CV:
“I hereby agree for my personal data, included in my job application, to be processed in line with the needs of recruitment, in accordance with the Law on Personal Data Protection of 29 August 1997 (Law Gazette from 2002, No.101, heading 926, as amended).”

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