Technical Support Specialist

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Role Overview: The primary responsibilities involve customer support, including front-end tasks, handling customer calls and emails, and addressing both technical and non-technical issues. Typical queries include assistance with document uploads, password recovery, and general troubleshooting. This is a blend of both technical and non-technical support.

Technical Support Specialist Responsibilities:

• Provide assistance on Windows operating systems and product installations.
• Handle system maintenance tasks, patch installations, and upgrades.
• Set up Active Directory (basic knowledge required, not at an IT specialist level).
• Perform simple Windows administration tasks.
• Support external clients, answering their queries and resolving issues.

Daily Responsibilities:

• Average of 20 calls per day.
• Respond to customer emails.
• Attend customer meetings to represent the support team and address any questions that arise.
• Provide both technical and non-technical support as needed.
• Strong communication skills are essential for effective support.

Team Structure:

• A team of 7 people, with 3 rotating shifts: morning, late, and standby.
• 24/7 support, with standby duty scheduled once a month.
• Team members are flexible and assigned shifts, rotating on a monthly basis.

Working Hours & Compensation:

• Onsite: Global guidelines suggest 2-3 days in the office.
• Shift timings: 8:00 AM - 4:00 PM, 9:00 AM - 5:00 PM, 12:00 PM - 8:00 PM, Monday to Friday.
• Standby support after 8:00 PM, with one designated person on standby per month.
• Standby compensation is agreed upon within the business line.
• Bank holidays are paid at double time.

Key Skills & Qualifications:

• Strong communication skills.
• Basic knowledge of Windows administration tasks.

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

_{We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.}

_{To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.}