We are looking for a talented and proactive Product Support Technician to support the rapidly growing customer base of our ambitious, fast-growing and transforming company. You will be the customer’s first point of contact to resolve product issues for customers all around the globe. Provide technical support assistance to clients through phone, email or live chat conversation. Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems. Deliver remote on-boarding to new users as required. Retain ownership of problems through to resolution to ensure a high level of user satisfaction. Knowing when to escalate problems to the Senior Product Support Technicians. Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained. Create support content for the online help center, as required. Help validate new software features, including getting hands-on with the technology out in the field. Help validate and update support processes. Work collaboratively with other members of the global support team and engineering department, including testing, staging & servicing of devices when required. Attend onsite client visits and special events as and when required. Work on-call over weekends as required by team schedule.