KEY RESPONSIBILITIES
Provide first-hand Software/Application support for users of our web-based systems.
Take ownership of issues throughout the entire support lifecycle such as:
Initial customer inquiry
Reproduction of issue
Bug Report
Escalate to Development team
Resolution
Prioritize and manage several open issues at one time
Respond to technical support tickets within agreed time limits.
Ask customers targeted questions to quickly understand the root of the problem
Ensure all issues are properly logged
Follow standard procedures to elevate unresolved issues to the appropriate internal teams.
Participate in the On-call rotation to provide emergency support outside working hours if required.
Communicate with customers through voice, email and chat until resolution of issue.
Maintain good relationships with both customers and internal teams to ensure a first-class support experience.
SKILLS & QUALIFICATIONS
Knowledge & Skills
Bachelor's degree in Computer science, ICT, or equivalent industry experience.
Minimum 6-12 months experience in a Software/Product support environment.
Experience resolving customer support issues via email, phone, or chat.
Ability to troubleshoot and identify root cause analysis for various support issues.
Preferred technical skills around Code debugging (.
Net), Server or Network connectivity issues (understanding protocols like TCP, HTTP etc), Database issues (SQL).
Major bonus points for exposure to Azure Services.
Self-starter and ability to work on your own initiative is important when dealing with issues.
Experience working with ticketing systems for prioritisation and handling support tickets.
Excellent problem solver / critical thinker.
Good attention to detail and ability to provide step-by-step technical help when required.
Good interpersonal and communication skills.
THE COMPANY
Hellios is a leading supplier information and risk management company operating in the financial services and defence industry.
Established with the primary objective to benefit major blue-chip companies and their suppliers.
Hellios provides a single streamlined approach by sharing data across an industry community in areas including modern slavery, cyber security and GDPR.
Since its inception as a startup in 2012, Hellios has experienced rapid growth, expanding to over 90 employees and establishing offices across the UK, The Netherlands, Spain, and Ireland.
The Company is continuing to grow quickly, and a key part of this role is to prepare the Company for further growth.
At Hellios, we are guided by an ethos centred on delivering unparalleled service quality and innovative technology.
Our commitment rests upon nurturing enduring, sustainable relationships with both our buyer and supplier clientele.
To delve deeper into Hellios' core values shaping the culture embraced by our team, partners, and our customer-centric approach, please visit our website at Hellios.com.
Hellios Systems are looking for a Software Support Analyst to join our new technology/Software engineering team in Dublin.
You will be tasked with supporting our web-based Supplier Information & Risk management systems
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