Tech Customer Support Representative 11 months initially Dublin – hybrid model Fantastic opportunity to join one of the biggest and fast-growing Software companies in the world Our client is currently seeking a motivated Customer Support Representative to join their Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Client serplatform, to ensure a positive customer experience. What you get to do in this role: * Log cases on the IT Service Desk and maintaining details of software / hardware problems detected. * Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner. * Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions. * Escalating to internal or external support resources and Subject Matter Experts when necessary. * Supporting users in the use of the client platform by providing necessary advice and/or training. * Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or company CRM in a timely efficient manner. * You will be escalating to internal or external support resources and Subject Matter Experts when necessary. * You will be supporting users in the use of the client platform by providing necessary advice and/or walk-through. * Identify self-service documentation gaps. * You will provide support for client Store Applications. * You will manage multiple cases daily. * You will assist peers with their cases. * You will participate in User Acceptance Testing (UAT) * To be successful in this role: * Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired. * A good understanding of the ticketing platforms is an advantage * Experience with using and troubleshooting SaaS applications