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Customer Support Representative

4 weeks ago

Dublin, Dublin City, Ireland TN Ireland Full time

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Tech Customer Support Representative

Location: Dublin – hybrid model
Duration: 11 months initially

Fantastic opportunity to join one of the biggest and fast-growing Software companies in the world Our client is currently seeking a motivated Customer Support Representative to join their Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Client platform to ensure a positive customer experience.

What you get to do in this role:
  1. Log cases on the IT Service Desk and maintain details of software/hardware problems detected.
  2. Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or e-mail in a timely and efficient manner.
  3. Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
  4. Escalate to internal or external support resources and Subject Matter Experts when necessary.
  5. Support users in the use of the client platform by providing necessary advice and/or training.
  6. Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or company CRM in a timely and efficient manner.
  7. Identify self-service documentation gaps.
  8. Provide support for client Store Applications.
  9. Manage multiple cases daily.
  10. Assist peers with their cases.
  11. Participate in User Acceptance Testing (UAT).
To be successful in this role:
  1. Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
  2. A good understanding of the ticketing platforms is an advantage.
  3. Experience with using and troubleshooting SaaS applications.
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