Customer Support Representative

Customer Support RepresentativeWe are currently seeking an experienced Customer Support Representative to drive a seamless customer experience that creates positive sentiment for our system.Salary : DOEDuration : Full time, permanentLocation : Galway, IrelandDepartment : SupportIn this role you will develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.

Maintain accurate records of customer interactions and steps taken to resolve issues.

End-to-end resolution of all end user generated queries.

Key ResponsibilitiesBe the first point of contact for all customer queries in a timely and accurate way, via Zendesk, email or phone.Identify customer needs and provide guidance on general system navigation and usage.Investigate and troubleshoot any reported service disruptions from the end user baseEnd-to-end ownership of all end-user queriesEngage with all end users through the appropriate support channel e.g., Teams call.Qualify and escalate complex issues to the customer support Team Lead to ensure rapid support.Proactively take steps to enhance the customer experience.Share relevant customer feedback to help us improve our offerings.Fulfil all customer support related goals and objectives for the year.Cooperate in periodic spot checks and reviews.Provide backup to the Implementation Team when required.Support on call duties (evenings and weekends) when required.Undertake any other duties that may reasonably be assigned to you by Management from time to time.Specific Skill RequirementsEssentialProficient level of digital literacyPrevious experience in Customer Facing environment.Strong written and verbal communication skillsFriendly and empathetic demeanourAbility to Multi-task and prioritise workload.Excellent Time Management skillsExcellent attention to detailDesirableQualification in Business or IT related disciplineBackground in Care Delivery

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