Job Title: Platinum Support Representative
This is a hybrid role based in Cork, Ireland, requiring 3 days per week of office attendance. The working schedule is Monday to Friday from 12:00 PM to 8:00 PM.
The Platinum Support Representative plays a critical role in providing exceptional customer service by managing high-priority client accounts, support tickets related to Tosca, and ongoing projects utilizing the Tricentis product catalog.
Key Responsibilities:
* Technical analysis and processing of requests from all customer segments.
* Responding to issues, requests, and inquiries via self-service cases, live chat, phone, and video.
* Identifying and organizing cases according to priority and escalating cases to engineers when necessary.
* Making suggestions and helping improve internal documentation and knowledge-based content.
* Collaborating with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
* Hosting regular cadence calls with high-priority customers.
* Assisting in maintaining any Tricentis-related products with assigned accounts.
Requirements:
* At least 3 years of experience in SaaS product support, preferably with Platinum or Gold support experience.
* Strong analytical, organizational, written, and verbal communication skills.
* A broad spectrum of basic technical knowledge in areas such as databases, programming, and network technology.
* The ability to easily familiarize yourself with complex software applications.
* An analytical and solution-oriented approach to problems.
* A proven track record in a strong customer-facing support role.
* Previous experience with QA/automation testing tools is a plus but not required.
Tricentis Core Values:
* Demonstrate Self-Awareness: Own your strengths and limitations.
* Finish What We Start: Do what we say we are going to do.
* Move Fast: Create momentum and efficiency.
* Run Towards Change: Challenge the status quo.
* Serve Our Customers & Communities: Create a positive experience with each interaction.
* Solve Problems Together: We win or lose as one team.
* Think Big & Believe: Set extraordinary goals and believe you can achieve them.
Why You'll Love Working at Tricentis:
* Supportive and engaged leadership team.
* Career path and professional & personal development opportunities.
* Modern and new office space in the heart of Cork.
* Pension plan, Private health insurance, and Group Life Insurance.
* Enhanced statutory Maternity Pay.
* Two paid days of Volunteering Leave per year.
* And more.
Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, gender, religious affiliation, age, sexual orientation, socioeconomic status, or physical and mental disability and other statuses protected by law.