IT Customer Support Analyst

IT Customer Support Analyst Image
IT Customer Support Analyst

Dublin South Side

Permanent

€35,000 - €40,000

Ref: E2066PK

Job Description

Leading IT Company in Dublin Sandyford is looking for a Senior Customer Support Engineer who comes from an IT background. Top client and leading IT Software Firm.

Main Duties

  • Take sole ownership of the Customer Service helpdesk ensuring that the below tasks are carried out.
    • All customer issues are logged in Jira
    • All required information is included
    • Investigate as far as possible
    • 1st Level Support is carried out
    • Once first level is completed, escalate to the correct resource for further investigation
    • All time working with the relevant resource to ensure issue is addressed
    • At all times communicating with the customer
    • At all times making sure SLA’s are being met
    • Escalate if issues are not getting addressed
    • All logged issues are kept up to date
    • Ensure data compliance in line with data protection policies
    • Provide weekly status and performance reports
    • Co-ordinate out of hours customer support
  • Fulfil customer deliveries, ensure deliveries are complete and meet the scope
  • Assist with maintaining internal systems and demos, ensuring that they are available and kept up to date
  • Look at ways to improve Customer Service systems and processes
  • Work closely with the engineering and region teams to ensure that all customer requests get addressed in a timely manner
  • Maintain and update internal customer information and documentation
  • Provide support to internal business users
  • Maintain and update internal CRN tool, Jira as necessary
  • Take part in customer conference calls and Web meetings

How to Apply

If you are interested in this role, then please Apply along with your updated CV and I will be in touch with you to discuss your application in more detail, otherwise feel free to connect with me by whichever medium you are most comfortable with be that Linkedin, Email or Telephone. Remember we have limited our site to a maximum of 200 Jobs so if this Role is not a 100% match to your requirements please be sure to connect with us as we will most likely have another role which you may find more suitable.

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