Job description
Job Title: Technical Customer Support Executive
Location: Ireland-Remote
Job Type: 6 months Contract
Client Overview
Our client is the World's Most Innovative Companies Developing AI By AIFinTech100. They offers businesses an easy-to-use online identity verification and AML screening service. You can set it up in minutes and tailor it to your specific business needs in just a few clicks.
The Role
We are looking for an ambitious, and enthusiastic Technical Customer Support Executive who will be responsible for providing 1st /2nd line assistance to the customers, can deal with the more technically challenging support activities and workload as well as assisting with customer configuration & integration projects. This role will suit an individual with a technical background who is looking to progress into a more customer facing role, or an existing customer support executive with a strong technical acumen. Someone that takes pride in excellent service and has a proactive, friendly, and enthusiastic approach to solutions.
Responsibilities
Work with the existing support team to provide excellent technical support.
Communicate directly with clients through the support desk, phone calls and email.
Handle more complex cases that have been escalated from members of the customer Success team and 1st Line Support.
Identify and assess customers' needs to achieve effective resolution and satisfaction.
Provide accurate, valid, and complete information by using the right methods/tools.
Liaise with members of the support, and engineering teams to ensure requests are resolved, technical questions answered, and issues are reported and fixed.
Efficiently manage a queue of support tickets.
Find solutions for more complex client requirements.
Act as a point of contact for product-related questions, both internally and externa.
Meet personal/customer service team Service Level Agreements (SLAs).
Handle customer complaints/issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Setting up, training & assisting customers with system integration.
Create and pro-actively re-assess support documentation to ensure appropriateness and accuracy.
Understanding customer issues/requirements and suggesting changes to the system to improve the user experience.
Generation of requested reports for internal and external use.
Provide feedback and insights into customer requests/trends to the wider business.
Required Key Skills/Experiences
Experience in software or technical support.
Understanding of Cloud/SaaS based offerings.
MySQL Experience.
The ability to communicate well with others with strong friendly, professional call handling skills and active listening.
Strong customer focus.
Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
Team-player who can work unsupervised.
Analytical approach to problem solving and decision making (inc. root cause)
Good numeracy & literacy skills.
Excellent attention to detail.
Ability to investigate a problem from report through to conclusion, or escalation to the engineering function in a logical fashion.
Ability to remain calm under pressure and deliver consistent and high-quality service to clients
Basic data analysis & manipulation.
Good IT technical skills including familiarity with Microsoft Office products (Excel, Word etc.)
Ability to adapt/respond rapidly to change.
Ability to multitask, prioritize, and manage time effectively.
Attention to detail.
The desire to learn new skills.
Desired Key Skills/Experiences
Experience of JIRA/Confluence
Experience of common AWS services (such as Lambda, RDS & Cognito)
CloudWatch log interpretation & exploration.
Experience working in or alongside a regulated environment.
Understanding of RESTful APIs.
Ability to interpret & manipulate JSON & XML Requests & Responses.
If you are interested in this role or would like to discuss further, please call Nidhi on +353 1 645 5244 or email [email protected].
Candidate must have valid visa to work in Ireland (Stamp 1G/Stamp 4/EU Passport)
