Big Red Cloud - Accounts Software Ireland, (Glenageary, Co. Dublin) are now seeking candidates for our Technical Support Team, prior experience with Accounts and Payroll software desirable.

Responsibilities of the Technical Support Team:

• Providing 1st level support to Big Red Book Accounts & Payroll and Big Red Cloud Accounts end users.
• Logging support call information to the helpdesk system and resolving all calls in a timely manner.
• Escalate issues to Senior Support Executives, Support Manager or Development when necessary.
• Deliver effective & accessible training programmes to customers either in a group classroom setting, via online Webinar, or on a one-to-one basis.
• Gather problem descriptions, log files, configuration data, and analyse them to determine root cause of problems and find solutions where possible or escalate to senior technical staff/developers.
• Own support issues until resolution and act as primary support liaison between company and customer
• Work independently in a fast-paced customer support environment without requiring immediate supervision
• Test new software releases and provide feedback on fixes and bugs

Required Skills & Experience

• The ideal candidate will have at least 2 years’ experience working in a similar role. 
• Ability to work to SLA’s.
• Previous customer service/technical support experience.
• Working knowledge of Salesforce is a plus.
• Excellent communication skills, both verbal and written.
• Excellent computer skills, including advanced knowledge of Microsoft Office - Word, Excel, SQL Server Management and PowerShell is desired.
• Knowledge of API Integration and third-party platform integration is desired.
• Strong organisational, time management and problem-solving skills.
• Must have a positive, can-do attitude and be a team player.
• Ability to represent the company in a professional manner at all times.
• Must be customer orientated.
• Proven ability of acting on own initiative.

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