Technical Customer Support Executive (Tier 1)

Technical Customer Support Executive (Tier 1)

Location:
Dublin
Type:
Technical Customer Support Executive (Tier 1)
Category:
Customer Service, Talent Acquisition, Technology
Salary:

€28,000 to €30,000 DOE 

Experience required:
3-4

If you a skilled Tier 1 IT support technician with exceptional customer care skills looking for your next challenge, this opportunity could be for you!

A company developing the industry-leading Top-class Learning Management System, named Best Continuing Education & Association Learning System 2019 and #1 Association Learning Management System in 2015, 2016, and 2017 are looking for a Customer Support Executive to join their team.

The desired candidate would be a confident multi-tasker who is comfortable engaging with customers to solve their support queries and build excellent client relationships. You will be the customers advocate internally and will always seek to fully understand customer issues in order to take action in resolving them.

Responsibilities

  • Triaging a high volume of inbound support tickets 
  • Work closely with support, services, QA and R&D Teams to communicate customer requirements and ensure timely resolution of support queries
  • Ownership of customer communication on all support tickets
  • Provision of support, training and problem solving to the WBT customer base
  • Monitoring support tickets daily to ensure timely resolutions
  • Contribute to the support team KPIs
  • Be the voice of the customer internally
  • Build strong internal & external relationships across the organization
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of the Top-class product
  • Contribute to and help manage the customer-facing FAQ and knowledge base

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