Job Description: Technical Community Support Team: Community Support Report to: Business Support Analyst Location: Dublin, Ireland Employment Type: Full time Permanent Hours: Monday to Friday
Looking for an exciting opportunity to join a fast-paced, forward-thinking SaaS company? SmartSimple Software Ireland Ltd. is currently seeking a Technical Community Support individual to work in our Dublin office.
Provide exceptional customer support to end users. Help customers resolve day to day challenges, by delivering innovative and scalable resolutions.
Respond to email, online and telephone customer support requests.
Troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and to the customer.
Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.
Capture details of support requests in SmartSimple’s ticketing system.
Ensure customer support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
Facilitate relationships across various customer teams, internal teams and departments to further strengthen our customer partnerships.
Help test fixes provided by the Development team and incorporate them into customer systems.
Advocate new platform features and assist customers in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.
Some travel may be required within Europe and North America. Travel is estimated to be less than 10%.
A Bachelor's degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience.
Minimum of one (1) year experience in a similar role.
Successfully managed customer engagements to completion and customer satisfaction.
Exceptionally strong and professional communication skills.
Must be customer service oriented and believe in teamwork, collaboration, adaptability and initiative.
Excellent follow-through with minimal management.
Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.
Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of customer satisfaction and retention in a fast paced environment.
Ability to interact both effectively with non-technical and technical users.
Ability to prioritize and balance multiple tasks.
Willingness to research and understand complex software configurations.
Solid knowledge of ‘Software as a Service’ solutions (SAAS) an asset.