✔️ PERMANENT – 40H – FULL TIME

✔️ 5 YEARS OF EXPERIENCE & MORE

✔️ HEADQUARTER IN DUBLIN, IRELAND

✔️ REMOTELY OR HYBRID

✔️ BILINGUAL (ENGLISH & FRENCH)

The Customer Support Technician is responsible for supporting our customers according to two areas of expertise:

Application aspect: He/She provides first-line customer service when our customers encounter problems with the software or its applications.

Technical aspect: He/She is in charge of technical support during the implementation, installation and configuration of the software for our customers.

RESPONSIBILITIES AND TASKS

FRONT LINE

• Answers service calls and customer inquiries
• Organize and prioritize in tickets

CORRECTION OF SITUATION

• Communicate with customer to gather needed information to understand the issue
• Consults user guides, technical manuals and other documents to locate and Implement solutions
• Reproduces the problematic situation in order to better understand it
• Use is technical knowledge and documentation to diagnose the issue and find a solution
• Installs the solution at the customer’s premises from the office or through an internal programmer
• Provides advice and training to users / customers in response to difficulties encountered

FOLLOW-UP AND DOCUMENTATION

• Organizes and maintains a log of problems and solutions for use by other stakeholders
• Updates the client’s connection and password file
• Participate in writing new specifications for applications
• Collaborates in solving various problems with members of customer service and other departments

IMPLEMENTATION

• Develops, in collaboration with the various stakeholders, technical solutions to the problems submitted
• Is responsible for the technical aspect for customer support

MISCELLANEOUS

• Provides and installs new versions and client updates
• Does all other required tasks by his supervisor as part of his functions

SKILLS

• Teamwork: give his opinion, ask for help from others, and support general opinions
• Analytical: identify every element of a situation, compare data, detect problems, and identify the causes
• Innovative: contemplate about the efficiency of the present operation methods, bring new elements, and try out new things
• Methodology: demonstrates method, can manage several projects simultaneously
• Motivation: start over many times and try to pursue despite difficulties
• Initiative: take initiatives and be creative
• Timeliness: feel that meeting deadlines is of great importance
• Confidentiality: ability to exercise discretion
• Excellence in customer service: is able to put the customer at the heart of his actions
• Resourcefulness and autonomy: finds the information he needs to do his job, is able to organize his daily schedule

JOB REQUIREMENTS

• Professional or college degree in computer science
• 5 years of experience and more
• Particular knowledge: Linux server is a must, SAP Hana, Microsoft Windows server, IIS, SSL certificate, printers, Databases such as MS SQL Server, networking basics
• Linguistic knowledge: Bilingual (English-French)
• Other requirements : Is recognized for his ability to work in collaboration with multidisciplinary teams internally and externally as well as for his customer engagement. Knowledge of SAP Business One software (asset)