Technical Customer Support Executive

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)