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Customer Service Expert

1 week ago

Dublin, Dublin City, Ireland Tricentis Ireland Limited Full time

At Tricentis Ireland Limited, we are seeking a skilled Customer Service Expert to join our team. As a Platinum Support Representative, you will be responsible for delivering exceptional customer service by managing high-priority client accounts.

The ideal candidate will have 3+ years of experience in SaaS product support and possess strong analytical, organizational, written, and verbal communication skills. They will also have the ability to easily familiarize themselves with complex software applications and approach problems in an analytical and solution-oriented manner.

Key Responsibilities:

  • Responding to issues, requests, and inquiries via self-service cases, live chat, phone, and video.
  • Identifying and organizing cases according to priority and escalating cases to engineers when necessary.
  • Making suggestions and helping improve internal documentation and knowledge-based content.
  • Collaborating with customers to deliver a superior customer experience.
  • Hosting regular cadence calls with high-priority customers.

Qualifications:

  • 3+ years' experience in SaaS product support - Platinum/Gold support experience a plus.
  • 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.