Help Desk Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerSupport Full time €45,000 - €60,000
About the Job

We're seeking a highly skilled and dedicated professional to join our Customer Support team. This role is perfect for someone who is passionate about delivering exceptional customer experiences and is committed to driving quality improvement in healthcare.

As a Customer Support Representative, you'll be responsible for responding to customer queries in a timely and accurate manner, identifying customers' needs, and helping them use specific features. You'll also maintain ongoing customer relationships, onboard and train users, improve customer experience through product support, and provide insights on client-to-business interactions.

To succeed in this role, you should have excellent communication, interpersonal, and customer service skills, as well as the ability to meet deadlines. Proficient Spanish is highly desirable.

Key Responsibilities:

  • Provide technical solutions to help customers fully utilize their investment
  • Configure customer systems to meet requirements
  • Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
  • Maintain support cases until resolution, drive other teams as needed, and lead customer expectations
  • Perform problem characterization, replication, diagnosis, and root cause analysis
  • Work with Technical team to resolve product issues and/or escalate as necessary
  • Author Knowledge Base Articles/Technical Notes

Requirements:

  • Willingness to work flexible hours
  • Native level proficiency in English
  • Relevant technical diploma, degree, or relevant work experience
  • Experience diagnosing and resolving problems in software environment
  • Experience providing direct support to external customers by phone, electronically, and face-to-face
  • Excellent organizational skills; ability to prioritize, manage, multitask, and execute projects multi-functionally
  • Excellent communications skills (presentation, written, and verbal). Able to communicate effectively with all levels of professional staff.

What We Offer:

We offer a remote-first mindset, built on trust, communication, and fun. We have an excellent collaborative work environment and offer our employees great experience across a range of different projects. We encourage team members to take an active role in developing their skills and give them plenty of autonomy and support to do so.

Equal Opportunities:

We are a global team with a global mindset. Cherishing and protecting diversity is core to our company culture. We are always looking to diversify the talent in our team. If you feel you don't quite meet all the criteria in the job spec but have the potential to do the role, we'd still love to hear from you.

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