Tech Customer Support Representative 11 months initially in Dublin with a hybrid model. This is an exciting opportunity to join one of the world's biggest and fastest-growing Software companies.
Job Description
We are seeking a motivated Customer Support Representative to join our Customer Support team, providing exceptional support for our rapidly expanding global customer base.
Responsibilities
* Log cases on the IT Service Desk and maintain detailed records of software / hardware problems encountered.
* Provide initial technical support by answering customer inquiries, solving problems, and offering product information via case, phone or company CRM in a timely and efficient manner.
* Represent colleagues in Global Forums in Transfer of Information (TOI) and other training sessions.
* Elevate complex issues to internal or external support resources and Subject Matter Experts when necessary.
* Support users in utilizing the client platform by providing necessary guidance and/or training.
* Perform initial triage of customer cases with documented solutions and/or workarounds, addressing support queries via phone or company CRM in a timely and efficient manner.
* Escalate to internal or external support resources and Subject Matter Experts when required.
* Assist users in leveraging the client platform by offering necessary advice and/or walk-through.
* Identify self-service documentation gaps.
* Provide support for client Store Applications.
* Manage multiple cases daily.
* Collaborate with peers on their cases.
* Participate in User Acceptance Testing (UAT).
Requirements for Success
* Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desirable.
* A solid understanding of ticketing platforms is advantageous.
* Experience with using and troubleshooting SaaS applications.