Job Description
Reward Gateway, together with Edenred, are a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
As we expand and grow our business, an opportunity has become available for a Technical Product Support Specialist who will join our Service Desk team.
In this role, you will be responsible for providing second-line technical assistance to our internal teams and acting as the triage between local support teams and our Product and Engineering Teams. Having a deep understanding of the product is critical to help investigate, resolve, or triage complex technical issues efficiently.
You will be an excellent problem-solver, with the ability to communicate complex technical information clearly and have a strong customer service orientation.
With our shared missions of ‘Making the World a Better Place to Work” and ‘Enriching connections, For good’. You’ll be contributing to improving employee engagement and building better, stronger and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.
As we expand and grow our business, an opportunity has become available for a Technical Product Support Specialist who will join our Service Desk team.
In this role, you will be responsible for providing second-line technical assistance to our internal teams and acting as the triage between local support teams and our Product and Engineering Teams. Having a deep understanding of the product is critical to help investigate, resolve, or triage complex technical issues efficiently.
You will be an excellent problem-solver, with the ability to communicate complex technical information clearly and have a strong customer service orientation.
Key Responsibilities
Technical Support and Troubleshooting
- Provide expert-level technical support for the company's products to first-line support teams via our Product and Engineering Service Desk (Jira/Zendesk)
- Diagnose and resolve complex technical issues by analyzing problems, identifying the root cause, and implementing effective solutions
- Escalate unresolved issues to higher-level technical teams or product development as necessary, ensuring timely resolution
- Be accountable for ensuring tickets are progressed, updated and resolved in line with our SLAs
Customer Interaction and Communication
- Maintain a high level of customer satisfaction by providing timely and professional support
- Communicate complex technical concepts clearly and concisely in writing.
- Create and maintain detailed documentation of customer and business unit interactions and issue resolutions
Product Knowledge and Documentation
- Maintain an in-depth understanding of our platform, products, features, and capabilities
- Stay up-to-date with product updates and new releases
- Proactively identify knowledge gaps assisting in creating and updating user manuals, FAQs, and knowledge base articles with the Knowledge Base Team
Data Analysis and Reporting
- Contribute to reporting to help analyze support request trends and report on common issues and resolutions.
- Work with the wider team to prepare and present regular reports on support activities and Business Unit feedback
Skills
- 2+ years of experience in a technical support role in a B2B2C environment
- Experience supporting SAAS products
- Experience with support ticketing systems (Zendesk, JIRA, or similar technologies)
- A technical and problem-solving mindset to troubleshoot and resolve requests/tickets that can be self-served without product and engineering support
- Excellent English verbal and written communication skills
- Strong analytical and problem-solving abilities
- Strong organizational skills, with the ability to manage multiple support requests simultaneously and attention to detail
- Customer experience ethos and continuous improvement mindset
The Interview Process
- 30 minute online interview with a Talent Acquisition Partner
- Final online interview with a Senior Product Manager and the Director: Product Operations. During this interview, a live assessment task will take place (TBD)
At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.
Be comfortable. Be you.
We want all of our employees to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community and help us Make the World a Better Place to Work.
We hire BETTER.
Find out more about our approach to benefits, equality, talent, technology, empathy and what you’ll get in return for joining our Mission at rg.co/lifeatrg.
