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Support Delivery Excellence Manager

1 week ago

Dublin, Dublin City, Ireland Workday Full time

As a Technical Support Delivery Analyst, you'll be part of a team that's dedicated to delivering outstanding customer experiences. You'll work with customers and consultants to resolve complex software issues and improve our products and services.

About The Team

We're passionate about customer service, innovation, and excellence. We're trusted advisers who investigate, diagnose, and deliver time-sensitive, business-critical solutions to our customers.

About The Role

You'll provide technical support to customers and consultants on complex products and applications. You'll diagnose and troubleshoot highly technical and sophisticated software issues, report operational issues/product defects to Engineering and Data Science teams, and collaborate with multiple stakeholders through resolution.

  • You'll partner with customers to effectively resolve issues through email communications.
  • You'll work with our product, engineering, and data science teams to identify and diagnose software issues.
  • You'll communicate thoughtful, empathetic, and complete resolutions tailored to each customer.
  • You'll create and review articles and FAQs within our Knowledge Center.
About You

We're looking for someone with 4+ years of experience in a Customer Support role in SaaS. You'll have exceptional communication skills, be highly organized, and customer intuitive. Experience with Support tools like Zendesk, Jira, Salesforce is preferred.