Customer Support Representative

Tech Customer Support Representative11 months initiallyDublin – hybrid model Fantastic opportunity to join one of the biggest and fast-growing Software companies in the world!Our client is currently seeking a motivated Customer Support Representative to join their Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Client serplatform, to ensure a positive customer experience.What you get to do in this role:Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.Escalating to internal or external support resources and Subject Matter Experts when necessary.Supporting users in the use of the client platform by providing necessary advice and/or training.Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or company CRM in a timely efficient manner.You will be escalating to internal or external support resources and Subject Matter Experts when necessary.You will be supporting users in the use of the client platform by providing necessary advice and/or walk-through.Identify self-service documentation gaps.You will provide support for client Store Applications.You will manage multiple cases daily.You will assist peers with their cases.You will participate in User Acceptance Testing (UAT)To be successful in this role:Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.A good understanding of the ticketing platforms is an advantageExperience with using and troubleshooting SaaS applications