Support Analyst

4 weeks ago

Ireland iCabbi Voice Full time

Experience: 2+ years of experience in a customer support environment

Role

As a Support Analyst , you will be part of a highly motivated worldwide team devoted to providing exceptional support to iCabbi Customers. Our customer-centric culture and close teamwork with Engineering, Customer Success, and Product Management provide an environment built for success.

Responsibilities

  • Provide Business support to business in the Taxi industry.
  • Focuses on in-depth problem analysis of iCabbi products.
  • Utilizes fundamental troubleshooting skills and technical knowledge.
  • Isolates, analyses, and provides resolution to customer issues.
  • Supports clients that can range in size from small businesses to Large Enterprises.
  • Providing technical and business assistance on iCabbi products to customers via phone, email and/or ticket system.
  • Conducting problem analysis and collaboratively identifying problems of minimal to moderate complexity.
  • Achieving and maintaining agreed service levels along with other established goals.
  • Works independently with minimal supervision.
  • Documenting cases and resolutions clearly in the CRM system, taking ownership of hot and/or more critical cases when required.

What will you bring to us?

  • At least 2+ years of experience in a customer support environment.
  • Ability to understand technical issues and apply technical concepts.
  • Outstanding communication skills including the ability to match a customer’s communication style and de-escalate stressful situations.
  • Ability to work effectively and co-operatively with other members of staff.
  • Establish and maintain good working and interpersonal relationships with customers and suppliers.
  • Ability to prioritize and multi-task on a variety of activities.
  • Ability to determine the root cause of problems and to effect solutions.
  • Flexibility to travel to other group company locations for short periods if required.

What would be great to have?

  • BS degree or Diploma in Computer Science, Engineering, or a related subject
  • Jira/Confluence
  • B2B or SaaS experience is a strong plus

What will we give to you?

  • A culture which is second to none
  • A very competitive package.
  • A happy work environment.
  • Opportunity to gain experience and knowledge in a unique industry.
  • Further education and training to enhance your skillset.
  • We empower you to make your own career by working with some of our leading clients and forging new relationships with colleagues and customers.
  • A team of highly experienced technology and development professionals to work with and support you.
  • A leadership team who have a worthwhile mission and who excel at that mission.
  • A chance to work with one of the market leaders in the Taxi Industry, currently disrupting a market and leading change within Mobility.
  • A company that is going from strength to strength with significant growth plans that we are achieving.
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