Support Resource / Virtual Assistant

Job Overview:

We are looking for a proactive, detail-oriented, and organized Offshore Support Resource / Virtual Assistant to join our team. This resource will play a critical role in supporting IT tasks, project management, documentation, and email management. The ideal candidate will assist with Zendesk ticket management, onboarding/offboarding processes, and documentation while also managing email correspondence, scheduling meetings, and performing general administrative tasks. This role will require a blend of technical and administrative skills, with a focus on ensuring seamless communication and operational efficiency within the team.

Key Responsibilities:
1. Ticket Management and IT Support:
• Manage Zendesk support tickets, prioritize, and categorize them based on urgency.
• Provide basic IT support, including troubleshooting, software installations, and assisting with user queries.

2. Email Management:
• Monitor and manage emails on behalf of the CTO and relevant teaUpgrade to see actual infombers.
• Organize, categorize, and respond to emails as directed.
• Assist in filtering, sorting, and prioritizing emails to ensure timely responses.
• Prepare responses for routine inquiries and escalate critical matters to the CTO or PM.

3. Onboarding/Offboarding:
• Assist with onboarding and offboarding processes for new and departing teaUpgrade to see actual infombers.
• Ensure smooth transitions by setting up necessary software, hardware, and access permissions.
• Track onboarding tasks and ensure compliance with internal policies.

4. Documentation Management:
• Centralize documentation: Ensure all project, code, and support-related documentation is properly uploaded, categorized, and accessible in SharePoint.
• Assist the team with creating, organizing, and maintaining documentation on software tools, workflows, and IT processes.
• Ensure that all documents follow proper naming conventions and documentation standards.

5. Metrics and Cost Tracking:
• Track software usage metrics and report on associated costs, including Azure costs, license management, and other resources.
• Assist the team in identifying potential cost savings and ensuring proper license allocations.

6. Cross-Training and Collaboration:
• Work closely with the Project Manager (PM), CTO, and local team to ensure all tasks are aligned with business goals.
• Actively participate in cross-training with internal resources to ensure knowledge is effectively shared.
• Collaborate with the team to ensure smooth communication and alignment across different departments.

7. General Administrative Support:
• Assist with general administrative tasks such as scheduling meetings, updating project management tools (e.g., Aha!, DevOps), preparing reports, and supporting day-to-day operations.
• Provide calendar management support, ensuring that meetings and deadlines are met promptly.
• Prepare materials for meetings, including agendas, notes, and follow-up items.

Qualifications:
• Experience:
• Minimum of 2-3 years of experience in an administrative or support role, with a preference for those experienced in IT or software environments.
• Experience in email management, customer support systems (e.g., Zendesk), SharePoint, and Microsoft Office Suite is preferred.
• Skills:
• Strong organizational and time management skills.
• Ability to handle multiple tasks and prioritize effectively in a remote work environment.
• Excellent written and verbal communication skills, with an ability to manage professional email correspondence.
• Basic understanding of IT support and cloud-based platforms (e.g., Azure).
• Strong attention to detail with the ability to manage confidential information.
• Education:
• A degree in Information Technology, Computer Science, Business Administration, or a related field is preferred, but not required.
• Technical Skills:
• Proficiency in MS Office (Word, Excel, PowerPoint).
• Familiarity with SharePoint for document management.
• Basic understanding of IT infrastructure and cloud platforms.
• Experience with Zendesk or other customer support platforms is a plus.

Key Attributes:
• Proactive: Takes the initiative to manage tasks and solve problems without needing to be asked.
• Organized: Keeps track of tasks, deadlines, and ensures work is done on time.
• Detail-Oriented: Pays attention to details and ensures that all work is accurate and thorough.
• Adaptable: Willing to learn new tools, systems, and processes to provide better support.
• Reliable: A self-starter who is committed to completing tasks and projects on time.
• Collaborative: Comfortable working in cross-functional teams and helping others.

What We Offer:
• Flexible working hours and the ability to work remotely.
• Opportunity to be part of a dynamic, growing team in a fast-paced Fintech environment.
• The chance to develop new skills and grow within the organization.