Munich Re Automation Solutions Ltd, a division of Munich Re, is the global leader in the provision of easy-to use and powerful electronic new business and automated underwriting solutions that give life insurance companies the power to grow their business efficiently. The software suite helps make straight through processing (STP) and instant issue a reality for many leading insurers and banks around the world.
Role Overview
We are seeking a motivated and customer-oriented Tier 1 Support Analyst for an onsite Customer Support role based in Dublin. As the first point of contact for our corporate clients, you will be responsible for supporting client queries, conducting triage, and upholding our client's high standards of service. This position requires a candidate with strong troubleshooting skills, a focus on customer satisfaction, and the ability to work effectively in a dynamic, service-driven environment.
Candidate Profile
The ideal candidate is professional, articulate, and committed to delivering an outstanding support experience. Strong communication skills—both written and verbal—are essential, particularly the ability to explain technical concepts in a way that is accessible to non-technical users. You should possess an excellent telephone manner, remaining calm, friendly, and professional even under pressure. The ability to manage and accurately log a high volume of daily contacts (including calls, tickets, and emails) is crucial. Experience with Jira is advantageous. Exceptional attention to detail and a proactive, collaborative approach to problem-solving will ensure your success in this role.
Key Responsibilities
1. Triage & First Contact
• Systematically review and prioritise all incoming client requests and incidents within the support ticketing system.
• Monitor communication channels such as email and support tickets to guarantee prompt acknowledgement and timely responses.
• Ensure all support activities are compliant with internal policies and best practices.
1. Basic Support & Resolution
• Provide clear, step-by-step guidance to clients on navigating standard system features and using core platform functionalities.
• Efficiently resolve routine and known issues by utilising and referencing internal knowledge base documentation.
• Take ownership of issues, collaborating with team members and subject matter experts across the business as needed, to achieve resolution.
• Document processes and procedures to enhance the efficiency of the customer service team.
Qualifications and Personal Skills
• Relevant experience in IT Support or Service.
• Proficiency in Office 365 Administration.
• Excellent organisational and interpersonal skills.
• Outstanding customer service abilities.
• Strong verbal and written communication skills.
• Self-motivated with the ability to work effectively within a team.
• Enthusiastic, ambitious, and eager to acquire new skills with a positive disposition.
• Ability to prioritise and execute tasks effectively in a high-pressure environment.
• Capacity to learn new technologies and adapt readily to change.