About the Role
We are looking for someone to join our Technical Support team at our Irish offices. You will provide support to our customers, responding to their technical queries and issues within a timely manner, maintaining a positive relationship between ViClarity and its key users. In this interesting role you will deal with a variety of clients from across all our sectors and markets.
Responsibilities
Manage incoming calls and emails and respond to customer queries in a timely fashion
Maintain Help Desk ticketing system; inputs problem description in Help Desk ticketing system and manages resolution through to close.
Troubleshoot technical issues and work with wider technical team to resolve system issues
Follow up with customers to ensure any issues/problems are resolved
Assist with reporting requirements of clients, including the development of bespoke reports in conjuction with the product team.
Assist with user training to new users of the system as needed.
Develop and maintain suite of system training and help materials (how to guides) and FAQs
Assist the implementation team with the building of customer solutions and perform testing and quality checks on solutions before they are released to client
Carry out technical and User Acceptance testing for all new features deployed before feature is released to production
Assist product team with overall QA of ViClarity system
Provide post implementation support addressing any customer issues, queries and defects through to resolution
Providing bank holiday coverage (as part of a rota system) may be required from time to time to support client needs
Qualifications
Bachelor’s Degree in Business, IT or other related area (desirable but not required)
Experience in a related role an advantage
ICT literate with strong competence with MS Office products (Word, Excel, PowerPoint)
Required Skills
Excellent communication skills, both verbal and written
Customer focused mindset
Team player with excellent inter-personal skills
Attention to detail
Ability to work on one’s own initiative
Experience using a CRM and/or Ticketing tools (an advantage)
Pay range and compensation package
Competitive salary & benefits package
Equal Opportunity Statement
ViClarity is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability status.
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