Technical Support Specialist (temporary position)

Department: 509 Support Operations

Location: Remote, Ireland

Description

The Technical Support Specialist is a high-visibility role on a vital team focused on delivering exceptional customer service to the EIS client base. Tasked with initiating proactive measures that result in decreased case volume and resolution time, the Technical Support Specialist provides feedback and support to Engineers and Developers – and then back to the client. They are the ultimate team player. The Technical Support Specialist also plays a key role in maintaining the customer relationship and acts as an escalation point for production environment issues. Acting as an incident commander when critical situations arise, the Technical Support Specialist provides steady guidance to bring problems to quick resolution.

Lastly, the Technical Support Specialist ensures correct configuration of the Support tech stack, adoption and ongoing usage. The Technical Support Specialist is focused on engaging directly with internal and external customers to understand their needs, guiding them in successful use of the support software and advocating for process and product enhancements that improve the overall customer experience and system optimization.

Key Responsibilities

• Working in tandem with SupportOps leadership to identify operational gaps and predict possible downtime or contributors to SLA breach
• Assisting with the design, development, rollout and maintenance of support tooling and workflows within support domain
• Onboarding teams and customers to SupportOps services as well as maintaining training and knowledge sharing for support domain
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution. Drives other teams as needed.
• Advocate on behalf of the customer and collaborate with internal teams to identify Customer experience, service, product and process improvements that enhance and support EIS's value proposition and customer engagement.
• Act as incident commander and guide on-call resources to provide timely workarounds and issue resolution
  
  

Skills, Knowledge & Expertise

• 3 years of Technical Help Desk, Technical Support, Application Support, Production Support or related title of SaaS or complex software application or CRM solutions.
• Experience consuming and resolving work through ticketing systems.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Exceptional level of ownership, dependability, and accountability.
• Possesses a hunger for knowledge - always wants to learn more and do better.
• Active listener, always looking to establish a strong working relationship with the customer while working toward resolution.
• Collaborates easily across teams or disciplines to solve problems.
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
  
  

Technical Skills

• Bring your experience with the admin side of the Support tech stack or related tools. We use Zendesk, Zapier, Jira, JSM, Datadog and similar tools/technologies. Bonus points if you've started a trial and know the basics.
• Experience supporting users in a mixed OS environment with strong experience with Windows and macOS management
• Basic TCP/IP , OSI, VPN, RDP , and other networking technologies knowledge helpful
• Experience with Google Workplace, Slack, and Atlassian products is a plus.
  
  

Job Benefits

• Work with top talent and great colleagues who are industry and technology experts. Operate in a Scaled Agile environment, diverse, multicultural and cross-functional teams
• We are a global and modern software product company building world-class Enterprise InsurtTech Product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery)
• We can offer ownership to our employees- from being able to make decisions that impact the growth of the company, to giving stock options
• We offer freedom - build from building your career path through development programs and exciting global mobility opportunities (we have a remote and global culture)
• Attractive compensation packages (includes merit-based increase and stock options)
• Health insurance, mobile device with conversation limit, home office set up one-time compensation
• We work with the newest Apple Macbooks
• Please note that we will be proceeding only with those applications that have valid working permits in the location stated in the vacancy description.