Global Technical Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €25,000 - €40,000

Sought after by one of the fastest-growing software companies in the world, we are looking for a Tech Support Representative to join our globally expanding customer base team.

Job Description:
  • We are seeking a motivated professional with experience in a Customer HUB or Customer Care role for an Enterprise Software environment.
  • The ideal candidate should have a good understanding of ticketing platforms and be experienced with using and troubleshooting SaaS applications.
Responsibilities:
  1. Log cases on the IT Service Desk and maintain detailed records of software/hardware problems.
  2. Provide initial technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or email.
  3. Represent colleagues in Global Forums and participate in Transfer of Information (TOI) sessions.
  4. Evaluate and escalate issues to internal or external support resources as necessary.
  5. Support users in utilizing our client platform by offering advice and training.
  6. Perform initial triage of customer cases with documented solutions and workarounds.
  7. Identify knowledge gaps in self-service documentation.
  8. Provide support for client Store Applications.
  9. Manage multiple cases daily and assist colleagues with their cases.
  10. Participate in User Acceptance Testing (UAT).
Qualifications:
  • Prior experience in a Customer HUB or Customer Care role for an Enterprise Software or SaaS environment is highly desirable.
  • A good understanding of ticketing platforms is an advantage.
  • Experience with using and troubleshooting SaaS applications is required.

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