Job Title: Primary Application Support Agent
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* The company is seeking a skilled Application Support Agent to join its team in Dublin, Ireland.
* This is a full-time opportunity with a 12-month contract period.
About the Role:
We are looking for a highly motivated and detail-oriented Support Agent to provide exceptional customer service to our users. As an Application Support Agent, you will be responsible for handling incoming support tickets, resolving issues, and escalating complex problems to the appropriate teams.
Key Responsibilities:
1. Ticket Management: Log, qualify, and prioritize incoming IT Incidents and Service Requests, ensuring all tickets are fully detailed in the system before further action.
2. Issue Resolution: Resolve first-level issues efficiently, providing timely and accurate support to users.
3. Collaboration with Support Teams: Work closely with next-level support teams to ensure the seamless implementation of the end-to-end support model for all reported incidents and requests.
4. Customer Communication: Maintain clear, professional, and timely communication with users regarding the status of their tickets, setting accurate expectations.
Requirements:
To succeed as an Application Support Agent, you should have:
* A 3rd Level Qualification in an IT-related discipline.
* Customer Focus, Quality, Teamwork, Problem solving, Multitasking skills.
Benefits:
This role offers:
* A competitive salary and benefits package.
* The opportunity to work with a dynamic team in a fast-paced environment.
Working Hours:
This position requires working Sunday night-Thursday night from 10pm to 6am, with training taking place during the day for the first two weeks and then at night for the remaining six weeks.