Technical Support Specialist

3 hours ago

Dublin, Dublin City, Ireland beBeeCustomerSupport Full time €50,000 - €80,000
Technical Support Specialist

The Technical Support Specialist is a technical resource who guides customers during critical issues to ensure timely and effective case resolution.

Job Description

This role focuses on delivering amazing customer support experiences and maintaining the health of the ServiceNow platform by helping customers understand or troubleshoot the platform using various technologies, including web, chat, email, case updates, and direct telephone support.

As a Technical Support Specialist, you will be responsible for resolving technical cases created by customers who need help understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform.

You will provide exceptional customer service by building trust, showing empathy, and communicating clearly to answer questions and resolve issues.

Responsibilities
  • Resolve technical cases created by customers who need help understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform.
  • Provide exceptional customer service by building trust, showing empathy, and communicating clearly to answer questions and resolve issues.
  • Employ diagnostic tools to understand the ServiceNow platform and core functionalities, isolate potential causes, and coordinate assistance from additional teams for complex cases.
  • Manage and prioritize issues to ensure timely resolutions while contributing to process and product improvements based on customer feedback.
Qualifications
  • 4+ years of customer-facing technical support experience
  • Ability to troubleshoot difficult technical issues with varying levels of complexity
  • Ability to read basic Java/JavaScript code
  • Ability to explain solutions to complex technical problems
  • Personal commitment to quality and customer service
  • Experience exploring or integrating AI into work processes, decision-making, or problem-solving
Additional Information

We offer flexible work arrangements. Eligibility for a work persona is determined by location and role. We strive to provide an accessible and inclusive candidate experience.

We are an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other legally protected status.

Some positions require access to controlled technology subject to export control regulations.

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