Customer Support Specialist

We are currently seeking an experienced Customer Support Representative to drive a seamless customer experience that creates positive sentiment for our system.

• Duration:Full time, permanent
• Location:Galway, Ireland
• Department:Support

In 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 Responsibilities

• Be 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 base
• End-to-end ownership of all end-user queries
• Engage 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 Requirements

Essential

• Proficient level of digital literacy
• Previous experience in Customer Facing environment.
• Strong written and verbal communication skills
• Friendly and empathetic demeanour
• Ability to Multi-task and prioritise workload.
• Excellent Time Management skills
• Excellent attention to detail

Desirable

• Qualification in Business or IT related discipline
• Background in Care Delivery