Technical Support Analyst/Graduate/Dublin/Ireland
Reference: 916746FK
Sector: Technology
Location: Co. Dublin
Start: ASAP
Job Type: Permanent
Our client is based in the attractive location of Dublin city centre providing software products and services. They have designed and developed a cloud-based platform to allow airlines and other travel companies to collect and analyse customer data in real time. Today, leading brands from across the globe rely on our client to help acquire, convert and retain customers.
This role will train you to diagnose, manage and resolve technical issues for their Enterprise Customers. This is a great opportunity to become an expert on a bleeding edge big data product and kickstart your career.
Skills / Experience you will need:
* Graduate Degree in relevant technical field i.e. Computer Engineering, Software Development, etc.
* Ability to multitask, work through problems independently and learn quickly in a face paced environment
* Excellent communication skills
* Demonstrated awareness of and commitment to customer satisfaction
Nice to have:
* Experience with SaaS digital marketing platform.
You will be required to:
* Perform root cause analysis on customer issues
* Communicate with customer concerning status of open support issues, agreeing priority based on customer business impact, setting clear expectations about next steps and timeframes and delivering against SLA's
* Ensure that customer issues are resolved in a timely manner
* Thoroughly document all communication, troubleshooting and activity on issues reported by customers.
* Educate customers on specific product functionality required to resolve their issues
* Work collaboratively within the Customer Success team including Solution Architects, Integration Engineers and Project Managers to ensure successful resolution of issues
* Work collaboratively with the Engineering and Product teams to fix customer issues and improve the product offering
* Create knowledge based solution articles as required
* Troubleshoot issues related to third party software applications
* On-call service on a rotational basis to manage any critical incidents outside of work hours
Some of the perks:
* Open, smart team, pushing the limits on new technologies, driving digital transformation in enterprise global brands.
* Competitive salary and meaningful equity.
* Rooftop terrace, regular BBQs, catered lunches and lots of munchies to get you throughout the day.
* Latest tech - MAC tech as standard.
* Flexible working practices.
* Competitive vacation days and time off.
* Happy hour every Friday.
About Us:
ITech Consult has offices in Ireland, Switzerland, Germany and UK. IT specialists benefit from our comprehensive service offerings: including job evaluation, support in the application phase and on-going administrative support with our clients.
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