Role Summary:

Origina are inviting applications for experienced Customer Support Specialists to join our team.

Recognising a significant market opportunity Origina has created a mould-breaking business that delivers a vastly improved customer-centric support service.

Origina has a number of existing clients and an opportunity has arisen for a Customer Support Specialist role based in our Sandyford office.

Headquartered in Dublin with locations throughout the world Origina is a global support provider of third party software. 

What are we looking for?

Origina is looking to appoint a focused, passionate and driven individuals who have a flair for investigating, troubleshooting and managing support related issues and is looking for a challenge in a busy client facing role.

They will have the responsibility for assisting and ensuring all client support issues are resolved in a timely manner and ensuring associated SLAs are met.

Our ideal candidate for this role should be a self-motivator. He/she should be a people person and team player with a track record for providing quality customer support. Our preference will be for candidates who have consistently over-performed, who have demonstrated unique skills in previous roles, and who have a successful background in a technically challenging & ideally client facing role.

The candidate should be able to demonstrate the attention to detail that is required to be able to deliver at this level, manage a broad number of support queries at any one time. They must also be able to back this up with relevant experience.

Responsibilities of the Customer Support Specialist

·       Provide world-class trouble shooting and technical support for end user and clients.

·       Ability to communicate clearly and effectively at all levels across the business

·       Ensure understanding of underlying IT issues and assist / identify what needs to be done to resolve problems.

·       Manage and track all support issues and ensure the appropriate technical individuals or teams are identified and informed so that a resolution can be implemented.

·       Ensure necessary understanding of associated end user environment which is primarily Microsoft based.

·       Ensure customer satisfaction when handling an incident – actively supporting the customer and keeping them up to date though-out an incident lifecycle.

·       Ensure that all service level agreements between Origina and their customers are adhered to when managing multiple incidents.

·       Contribute to the growth of the support division. New ideas and forward thinking are always encouraged.

·       Actively learn and develop individual skills and abilities with the support of the senior technical team.

Required Skills:

·         Candidates with a solid foundation in supporting end users and clients, possess good communication skills and a demonstrable background in providing world-class customer service will be at a distinct advantage. Previous presentation experience would be advantageous, but not essential.

·         Fluent English Speaker and right to live and work in Ireland/Europe. French language skills is also desirable for some of the roles.

·         Keen interest in Information Technology and aptitude for learning new skills.

·         Excellent organisational skills, including the ability to prioritise workload to meet deadlines.

·         Reliable, confident and articulate

·         Exceptional interpersonal ability

·         Strong work ethic

·         Highly driven individual with a mind-set for delivering exceptional customer service and quality.

·         The ideal candidate will be tenacious, detail-orientated and thorough throughout.

·         Be able to display an aptitude for troubleshooting issues, thinking outside the box.

·         Ability to maintain composure when faced with difficult issues.

·         Excellent customer facing skills.

·         Ability to work in partnership with technical teams and business stakeholders

·         Excellent time management and verbal/written communication skills.

Benefits:

Type:                Full time position following 6 month probation and satisfactory review.

Experience:      Junior level

Functions:        Customer Support Specialist

Salary:             €23,000 - €28,000 per annum + paid holidays + subsistence expenses where applicable.

Hours:              Standard working hours are (08:00 – 16:30 or 9:30 – 18:00)

Other benefits: Health Cover & Pension Plan