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Support Specialist

Job Seekers Ireland IT Technology

Job Summary

  • Dublin
  • Contract
  • BBBH764690
  • Aug 14, 2020
  • Competitive
Job Description

A leading social media company with offices in Dublin are currently hiring for a Support Specialist to join their team.

We are seeking a customer support extraordinaire who is passionate about helping customers resolve their issues, willing to improve our customer experience, and wants to make a positive impact on an emerging team.

The ideal candidate is someone who has worked in a product customer support or tier one technical support environment within the technology or social media industry with a minimum of 2years experience.

RESPONSIBILITIES:

  • Become a technical expert of within the support function of this team for all platforms
  • Provide support to the platform system administrators such as IT professionals or web developers to ensure a high level of customer service
  • Meet or exceed daily performance metrics related to key performance indicators, e.g. SLA, Response Time, CSAT, etc.
  • Maintain a high proficiency of all processes and product updates
  • Identify workflow related opportunities and suggest improvements
  • Investigate, triage, and report technical issues
  • Follow internal escalation paths across multiples tiers of scaled support
  • Display solid understanding of API functionality, and perform API calls

REQUIREMENTS:

  • Degree Qualification is required
  • 2-4 years of experience providing customer or enterprise support in a technical environment
  • Customer-oriented mindset with demonstrated understanding and empathy
  • High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
  • Understanding of REST API Methods and Webhooks
  • Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience
  • Creative problem solver with excellent troubleshooting skills
  • Demonstrated ability to multitask and prioritize in a fast-paced environment
  • Collaborative team player
  • Comfortable with processes and repetition
  • B2B technical support experience is highly desired
  • Available to work during weekends on a rotational basis
  • High quality written and spoken English is mandatory
  • Basic understanding of a Web stack
  • Experience with an API Testing tool (ie. POSTMAN, SoapUI, Advanced Rest Client)
  • Some SQL skills preferred
  • API support/management experience
  • QA or Technical Support Experience

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

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Consultant Details

Consultant Details

elaine-dorgan
Elaine Dorgan
  • Manager | Sales & Marketing Recruitment
  • 021 2300 300
  • edorgan@morganmckinley.com