Technical Support Specialist

22 hours ago

Dublin, Dublin City, Ireland Tricentis Full time
Overview

Join to apply for the Technical Support Specialist role at Tricentis.

Location: Dublin, Ireland

Hybrid: 3 days per week in the office

The Technical Support Specialist will be responsible for providing technical support for our Tricentis catalog with a concentration on our Tricentis Tosca product. The Support Specialist will work from the SAP subsidiary in Dublin, Ireland.

Responsibilities
  • Technical analysis and processing of requests from all customer segments.
  • Responding to issues, requests and inquiries via self-service cases, live chat, phone, and video.
  • Identify & organise cases according to priority and escalate cases to engineers when necessary.
  • Make suggestions and help improve internal documentation and knowledge-based content.
  • Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
Qualifications
  • 5+ years' experience in SaaS product support - Platinum/Gold support experience a plus.
  • English fluency is mandatory for this role. German is considered an advantage. Strong analytical, organizational, written, and verbal communication skills.
  • Broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
  • Ability to easily familiarize yourself with complex software applications.
  • SAP applications usage and SAP business processes knowledge is a plus.
  • Approach problems in an analytical and solution-oriented manner.
  • Proven track record in a strong customer facing support role.
  • Previous experience with QA/automation testing tools is a plus, but not required.
Tricentis Core Values
  • Demonstrate Self-Awareness: Own your strengths and limitations.
  • Finish What We Start: Do what we say we are going to do.
  • Move Fast: Create momentum and efficiency.
  • Run Towards Change: Challenge the status quo.
  • Serve Our Customers & Communities: Create a positive experience with each interaction.
  • Solve Problems Together: We win or lose as one team.
  • Think Big & Believe: Set extraordinary goals and believe you can achieve them.
Why You'll Love Working At Tricentis
  • Supportive and engaged leadership team
  • Career path and professional and personal development
  • Hybrid work environment (3 days in the office/week)
  • Commitment to diversity and inclusion; they actively seek out diverse perspectives
  • Global company with opportunities to connect across teams
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Software Development

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