Customer Support Specialist

5 months ago


Galway, Ireland Diligent Full time

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at .

Position Overview:

Due to phenomenal growth, we are seeking a Customer Support Specialists to join our team in Galway. The Customer Support Specialist will handle Tier I support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. We are looking for someone with exceptional written and verbal communication skills in English, and advanced to fluent level in German. 

Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. 

The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.


Key Responsibilities

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical and software issues involving internet connectivity, login problems and more 
  • Identify and escalate priority issues per Client specification - Redirecting problems to appropriate resource
  • Accurately process and record call transactions using a computer and designated CRM software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business, researching solutions using available resources. 

Required Experience/Skills

  • Experience of phone-based Software Application/Technical Support or call centre experience supporting end users
  • Exceptional written and verbal communication skills in English are required, and advanced to fluent level in German.
  • Working knowledge of Windows OS
  • Proven problem-solving skills and technical aptitude
  • Superb communication and customer handling skills
  • Ability to think on your feet in a highly demanding and fast-moving environment

What Diligent Offers You 

  • Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
  • We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
  • We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. 

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

 

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's and . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at .

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.



  • Galway, Ireland Diligent Full time

    About UsDiligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.At Diligent, you are...


  • Galway, Ireland Collins McNicholas Full time

    Customer Success Specialist required with a strong background in customer service, sales, and business development.Strong customer / sales focus coming from a software as a service (SaaS) environment.Galway. Responsible for building and maintaining strong relationships with clients, understanding their needs, and collaborating with internal teams to deliver...


  • Galway, Ireland Abbott Full time

    About Abbott Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 113,000 colleagues serve people in more than 160...


  • Galway, Ireland Abbott Full time

    About Abbott Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160...


  • Galway, Ireland Abbott Full time

    About Abbott Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160...


  • Galway, Ireland Manpower Ireland Full time

    Partner Support Specialist ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role employed with ManpowerGroup Ireland with a possibility of extension. This position is a Hybrid role based in Galway. You will play a key role as a Partner Support Specialist in the PXA team, providing support to SAP partners...


  • Galway, Ireland PEL Group Full time

    Production Equipment Europe is a leading industrial distributor supplying over 90,000 products to customers nationwide. We are currently recruiting a Customer Support Representative in Galway to play a critical role in maintaining and providing critical services and products to a growing number of clients internationally. We are seeking an experienced...


  • Galway, Ireland Abbott Full time

    About Abbott Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 109,000 colleagues serve people in more than 160...


  • Galway, Ireland Collins McNicholas Full time

    Our client a major multinational based in Galway are looking to hire a Regulatory Affairs Specialist on a 12 months fixed term contract. The Role: As the Regulatory Affairs Specialist, you will assist in managing and developing the activities of the EU Authorised Representative (AR) and the UK Responsible Person (RP) in line with established procedures and...

  • Accounts Payable

    3 weeks ago


    Galway, Ireland Hays Specialist Recruitment Full time

    Your new role: Are you an accounts assistant with great AP experience or an AP specialist seeking their next organisation? The client is seeking an ambitious and experienced accounts' person to join their growing team. Key Responsibilities Include but are not limited to: Ensure all invoices are processed in line with internal controls Suppliers are paid...


  • Galway, Ireland Hays Specialist Recruitment Full time

    Your new company Your new company is involved in the construction and maintenance of roads across Ireland. They are now seeking to recruit a Health & Safety Advisor. Reporting to the Group Health & Safety Manager, you will be looking after the Health and Safety function, ensuring the company is compliant with all legal aspects of Health and Safety. This will...

  • EHS Specialist

    2 weeks ago


    Galway, Ireland Collins McNicholas Full time

    We are partnering with a multinational medical company to recruit an EHS Specialist to join their team in Galway on a temporary 12 month contract. This is an excellent opportunity to work as part of a global team to ensure EHS compliance across sites in Europe and Asia. Responsibilities (full job description available by request): As an EHS Specialist, you...

  • Sourcing Specialist

    5 months ago


    Galway, Ireland PEL Group Full time

    Production Equipment Europe is a leading industrial distributor supplying over 90,000 products to customers across Europe.  We are currently recruiting for a Sourcing Specialist to work within our team based in Galway. The Sourcing Specialist will work closely with managers and cross functional teams within the organisation to help drive cost savings and...


  • Galway, Ireland Manpower Ireland Full time

    Customer Interaction - Support Associate - French/Spanish/English Speaking Hosted by Manpower ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role based in Galway. A hybrid work model is in place, and you will be employed by the ManpowerGroup. Please read below for more information on SAP company and...


  • Galway, Ireland Hays Specialist Recruitment Full time

    I'm working with an IT organisation who are searching for a Part-Qualified Accountant to join their busy finance team on a permanent basis. You'll work closely with their Senior Financial Team where you will be offered support and the opportunity to further your knowledge and career development. Your New Role: Preparation of monthly management accounts and...


  • Galway, Ireland Manpower Ireland Full time

    Communications SpecialistManpowerGroup are currently recruiting for a Communications Specialist to work with our client SAP. The role is remote based with some travel to the Galway office required on occasion. This is a 12-month contract position with a possibility to extend where you will be employed by ManpowerGroup and work on assignment with...


  • Galway, Ireland Dabster Full time

    Description The role of the Taxonomist and Information Architecture Specialist is to maintain and evolve taxonomies, metadata, ontologies & knowledge graphs to surface meaningful product related content to our customers, as well as collaborating with our internal stakeholders to understand problems, identify improvements and prepare for future product...


  • Galway, Ireland FRS Recruitment Full time

    My Client, a leading Semi- State Organization, is in need of a Procurement Specialist to join their Procurement team in their offices based in Oranmore, Galway This is a fantastic opportunity for a Procurement Specialist with experience with Public Procurement to join a forward thinking, growing organization and take their career to the next level. This is a...

  • Project Architect

    3 weeks ago


    Galway, Ireland Hays Specialist Recruitment Full time

    Your new company Our client is a well-established Architectural practice based in Galway, that is committed to excellence. They specialise in various projects, of all sizes, from conception to completion. They are seeking to recruit an Architect or Technologist as a Project Architect to work on a variety of projects across Ireland. Candidates of various...

  • Sales Specialist

    3 months ago


    Galway, Ireland Sysco Ireland Full time

     As the leading foodservice provider across the island of Ireland, Sysco's success is driven by a team of passionate and dedicated individuals who go above and beyond to deliver every day. We don't just deliver food and drink to our customers. We deliver new thinking, technology and talent to our industry. We deliver opportunities - to ourselves and to our...