Customer Support Specialist

About UsDiligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance.The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.At Diligent, we're building the future with people who think boldly and move fast.Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking.Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity.The future belongs to those who keep learning, and we are building it together.At Diligent, you're not just building the future - you're an agent of positive change, joining a global community on a mission to make an impact.Learn more at or follow us on LinkedIn and FacebookShift Timings:This role includes evening and weekend shifts, with specific scheduling details to be discussed during your initial conversation with the recruiter.Position Overview:Due to phenomenal growth, we are seeking a Customer Support Specialists to join our team in Galway.The Customer Support Specialist will handle Tier I support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction.We are looking for someone with exceptional written and verbal communication skills in English, and advanced to fluent level in Portuguese.Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users.The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure.You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.Key ResponsibilitiesInteract with customers to provide and process information in response to inquiries, concerns, and requests about products and servicesGather customer's information and determine the issue by evaluating and analyzing the symptoms.Diagnose and resolve technical and software issues involving internet connectivity, login problems and moreIdentify and escalate priority issues per Client specification - Redirecting problems to appropriate resourceAccurately process and record call transactions using a computer and designated CRM softwareOffer alternative solutions where appropriate with the objective of retaining customers' and clients' business, researching solutions using available resources.Required Experience/SkillsExperience of phone-based Software Application/Technical Support or call centre experience supporting end usersExceptional written and verbal communication skills in English are required, and advanced to fluent level in PortugueseWorking knowledge of Windows OSProven problem-solving skills and technical aptitudeSuperb communication and customer handling skillsAbility to think on your feet in a highly demanding and fast-moving environmentWhat Diligent Offers YouCreativity 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 clientsWe 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 fewWe 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., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.To foster strong collaboration and connection, this role will follow a hybrid work model.If you are within a commuting distance to one of our Diligent office locations, you will be expected towork onsite at least 50% of the time.We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.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 atTo 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.