At The Red Flag Group®, we provide highly-enriched information, intelligence, insights and ratings on companies globally to help organisations select and monitor their key stakeholders.
With our data and intelligence, our clients can make Better Decisions and make the world a better place by driving up standards.
We welcome new talent and new stories to join this ever-growing environment. Tell us your story and join our winning team!
About this opportunity
As a Product Support Specialist, you will be a part of Customer Support Services team / department. In our Panama Office, you will join the fast-growing support team which is extended across Americas, Europe, Middle-East and Asia-Pacific regions to serve the increasingly global needs of our clients.
You will provide application support to the clients of our expanding portfolio of anti-corruption and compliance-related technology products and drive for the highest standards of client support and satisfaction.
What will you be doing?
Provide 1st and 2nd level support to Red Flag Group’s global internal / external 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.
Be responsible for incidents tickets ensuring timely and effective support, 24x7x365
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 software bugs or 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.
Be responsible for building and maintaining excellent business relationships with colleagues, clients and other stakeholders
Support the team activities and support staff working times as and when required.
Understand and comply with all internal and external KPI’s and SLA’s
Extend help to provide reports on KPIs and trends to the management.
Maintain the existing Knowledge Base and self-service portal.
Own the client issue prioritization queue. Liaise with global teams e.g. the Manila-based development and operation team to ensure all client tickets are addressed in a timely and effective manner.
Communicate and update client tickets to provide updates on issues status, resolutions or closure.
Your skills and experience
To be successful in the role of Product Support Specialist you will need :
University degree in Technology related field or equivalent related experience.
Minimum 2 years’ experience in global customer service team.
Fluency in English, both written and spoken.
Ability to collaborate with geographically dispersed team providing 24 / 7 coverage.
Ability to work in multicultural environment.
High attention to detail, strong analytical and problem-solving skills.
Strong communication skills and a demonstrated ability to deal with ambiguity.
Previous experience in MS Dynamics Service Desk or similar customer issue tracking system.
Proficiency with Microsoft Windows and Microsoft Office applications e.g. Word, Excel.
Exposure to the MySQL / HeidiSQL tool set and its usage.
Exposure to the Docker / WinSCP tools.
Fair knowledge of API interface functionality and associated tools e.g. postman, soapui, swagger.
Proficiency in SQL scripting and relational databases will be an advantage.
Proficiency and experience with HTML and CSS will be an advantage.
Knowledge in Software Quality assurance or Test Automation will be an advantage.
Familiarity with the fundamental principles of ITIL - ITIL foundation certification will be a plus.
Exposure to Chrome DevTools to diagnose performance issues will be an advantage.
Experience with New Relic or similar website monitoring tools would be an advantage.
Ability to work flexible hours.
Readiness to travel to international offices (If required).
How to apply
If you are interested in this opportunity, please submit your application via our .
More about The Red Flag Group®
Our philosophy is that the corporate world has a significant role in ending corruption, ending child and forced labour, and significantly contribute to society through their commitment to the highest standards of ethics, compliance and social governance.
Our role is to help the largest companies in the world select customers, suppliers and business partners by providing data, intelligence and ratings on companies and people across all sectors and countries.
We provide these solutions so that our clients can make Better Decisions about the companies and people they engage with.
Our teams work united in their commitment to developing the role of compliance and ethics in business and have a proven track record in providing integrity due diligence investigations in 194 countries
Working at The Red Flag Group® you will :
Experience a truly international environment with colleagues in more than 15 offices worldwide, across 5 continents and colleagues who speak 45 languages.
Have a chance to participate in global projects which have a real impact on the core business.
Work in a growing, fast-paced and exciting environment where you can develop your skills and competences.
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.
Get offered a competitive salary and benefits package
To learn more, visit our website :