Customer Support Representative

Tech Customer Support Representative 11 months initially Dublin – hybrid model Fantastic opportunity to join one of the biggest and fast-growing Software companies in the world! Our client is currently seeking a motivated Customer Support Representative to join their Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Client serplatform, to ensure a positive customer experience. What you get to do in this role :

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Escalating to internal or external support resources and Subject Matter Experts when necessary.
• Supporting users in the use of the client platform by providing necessary advice and / or training.
• Perform initial triage of customer cases with documented solutions and / or workarounds, answering support queries via phone or company CRM in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the client platform by providing necessary advice and / or walk-through.
• Identify self-service documentation gaps.
• You will provide support for client Store Applications.
• You will manage multiple cases daily.
• You will assist peers with their cases.
• You will participate in User Acceptance Testing (UAT)
• To be successful in this role :
• Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
• A good understanding of the ticketing platforms is an advantage
• Experience with using and troubleshooting SaaS applications