Job Title: Customer Support Engineer
At SD Worx, we are a leading European provider of Payroll & HR services, dedicated to transforming Human Resources into a source of business value. With a strong presence in Ireland for over 28 years, we offer best-in-class payroll software and services trusted by the Big 4 and major payroll processors.
We are seeking a highly skilled Customer Support Engineer to join our team based in Bray, Ireland, due to growth across our Irish business.
What We Offer:
* Hybrid Working: Work from home with one day a week in our office in Bray
* Holidays: 25 days annual leave, with the option to purchase additional five days
* Pension Scheme: Employer contribution of six percent
* Healthcare: Employee or cash-based medical healthcare
* Workation: Flexible work arrangements
* Learning Opportunities: Personalized development plans and professional training
* Career Growth: Potential for career advancement within our organization
About the Role:
* Provide technical support on our payroll/HR products via phone and email
* Maintain 100% customer satisfaction on calls and emails
* Take ownership of calls from start to completion, including escalation to the Customer Services Manager when necessary
* Conduct thorough offline investigations as required and provide feedback to clients
* Perform other duties as determined by the Customer Service Manager
* Foster close working relationships with clients, delivering exceptional service at all times
Requirements:
* Ideal experience with Payroll/HR software solutions due to the complex nature of the role
* Third-level degree in Computing or related field, with ongoing technical knowledge and motivation
* At least two years of Customer Service experience required
* Ability to absorb and troubleshoot technical issues, communicating effectively with non-technical audiences
* Experience with Microsoft SQL Server is a distinct advantage
* Capacity to work under time constraints with excellent attention to detail
* Ability to remain calm and composed in high-pressure situations
* Excellent problem-solving skills, willingness to learn, and innovate
* Strong collaboration and communication/interpersonal skills
SD Worx values diversity in the workplace, promoting inspiration and innovation through inclusivity. We welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, and stage of life.