IT Support Specialist

2 weeks ago

Dublin, Dublin City, Ireland beBeeTechnical Full time €45,000 - €70,000
Job Overview

We are seeking a proactive and customer-focused technical support specialist to fill this position. In this role, you will be the first point of contact for internal and external users, providing initial triage, troubleshooting, and support for software and hardware-related issues.

Key Responsibilities
  • Log and manage cases via the IT service desk, ensuring accurate documentation of software and hardware issues.
  • Provide first-line technical support by answering inquiries and resolving problems via phone, email, or case system in a timely and efficient manner.
  • Escalate unresolved issues to internal or external support teams and subject matter experts as required.
  • Support end-users in their use of the platform, offering guidance, training, and walk-throughs.
  • Participate in Transfer of Information (TOI) sessions and global forums, representing peer groups and sharing knowledge.
  • Identify gaps in self-service documentation and contribute to content improvement.
  • Provide support for applications on the platform.
  • Manage and prioritize multiple active cases daily, ensuring timely resolution and customer satisfaction.
  • Assist peers with their cases and collaborate to ensure team goals are met.
  • Participate in User Acceptance Testing (UAT) to support new feature rollouts or platform updates.
Required Skills & Experience
  • Prior experience in a customer hub, service desk, or customer care function within an enterprise software or SaaS environment is highly desirable.
  • Familiarity with the platform is a strong advantage.
  • Experience supporting and troubleshooting SaaS-based applications.
  • Excellent communication and problem-solving skills.
  • Ability to manage multiple cases and prioritize effectively in a fast-paced environment.
  • Strong customer service orientation with a proactive and collaborative mindset.
Benefits
  • Opportunity to work in a dynamic and innovative technology environment.
  • Continuous learning and professional development.
  • Collaborative and inclusive company culture.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Contract
  • Job function: Information Technology, Business Development, and Management
  • Industries: Software Development, IT Services and IT Consulting, and Financial Services

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