Overview
Join to apply for the Technical Support Specialist role at Tricentis.
Location: Dublin, Ireland
Hybrid: 3 days per week in the office
The Technical Support Specialist will be responsible for providing technical support for our Tricentis catalog with a concentration on our Tricentis Tosca product. The Support Specialist will work from the SAP subsidiary in Dublin, Ireland.
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.
* Identify & organise cases according to priority and escalate cases to engineers when necessary.
* Make suggestions and help improve internal documentation and knowledge-based content.
* Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
Qualifications
* 5+ years’ experience in SaaS product support - Platinum/Gold support experience a plus.
* English fluency is mandatory for this role. German is considered an advantage. Strong analytical, organizational, written, and verbal communication skills.
* Broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
* Ability to easily familiarize yourself with complex software applications.
* SAP applications usage and SAP business processes knowledge is a plus.
* Approach problems in an analytical and solution-oriented manner.
* 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 and personal development
* Hybrid work environment (3 days in the office/week)
* Commitment to diversity and inclusion; they actively seek out diverse perspectives
* Global company with opportunities to connect across teams
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Software Development
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