We have an immediate requirement for an Application Support Associate to join our global technology client on a day rate contract basis in Dublin City Centre. The successful candidate will provide technical support for applications (cloud and/or web technologies) to customers, partners, and internal teams. You will gather information from customers, troubleshoot issue they're experiencing, resolve issues where possible, and escalate cases when needed. You have troubleshooting experience, good grasp of web technologies and strong customer service instincts.
Responsibilities:
* Triaging, categorising, and prioritizing issues reported by the client for their customers & partners
* Provision customers & partners with access to external applications
* Identify and assess customers' needs to achieve satisfaction
* Follow documented communication procedures and guidelines answering and resolving application request
* Resolve application or service problems by clarifying the customer's complaint or request through one-to-one communication (email)
* Go the extra mile to engage customers
* Keep records of customer interactions, process customer accounts and file documents
* Manage large amounts of incoming tickets
* Contribute to team effort by accomplishing related results and working closely with the team lead and Applications Support Engineers in the US
* Dedication to providing excellent service standards to external customers/partners within the time limits and follow up to ensure resolution maintaining high customer satisfaction
* Champion process improvements to increase efficiency and decrease issue resolution time
Key Requirements
* BA/BS degree in Business Administration or related field
* 1 -2 years of prior experience providing technical support for applications, preferably cloud and/or web technologies
* Ability to identify recurring issues
* Strong customer support skills, including excellent verbal and written communications skills
* Strong documentation skills
* Passion to learn and adapt to a rapidly changing environment
* Must be a team player
* SalesForce administration desired
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