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At Diligent, we empower leaders with the technology and insights to drive greater impact and accountability. Our customer support team is dedicated to delivering exceptional service to our clients. We are seeking a Customer Support Specialist to join our team in Galway.
The ideal candidate will have excellent written and verbal communication skills, with advanced to fluent level in French. They will be responsible for handling Tier I support and client relationships, answering support calls, resolving issues, and ensuring complete client satisfaction.
Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues. The successful candidate must be extremely proficient in articulating with both technical and non-technical staff and users.
Key Responsibilities- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather 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 more
- Identify and escalate priority issues per Client specification - Redirecting problems to appropriate resource
- Accurately process and record call transactions using a computer and designated CRM software
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business, researching solutions using available resources
