Description
My client, a leading global company based in Cork city, has an excellent opportunity for an IT Support Analyst with fluent English AND German to join their team. This is an initial 12 month contract with the possibility of extension.
This position requires excellent problem solving skills, ability to navigate through ambiguous issues, superior written communication skills, ability to work quickly with great accuracy, understanding Sales and training applications, passion for constant improvement, and commitment to exceptional customer service.
The ideal candidate will be able to solve routine problems independently and know when to request specific direction on more complex problems. This includes working with technical, business and project teams to define processes and procedures to monitor systems, rapidly respond to incoming incident tickets and provide status updates to management and the business so they are informed of any business impacts, in a timely manner
Responsibilities:
- First point of contact for various provisioning/registration systems, training system sales portals, etc. account support including registration and access assistance.
- Troubleshoots users' access issues by having comprehensive practical and theoretical understanding of the applications
- Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).
- Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support.
- Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more.
- Consistently provides prompt, reliable, and accurate information to users. Identify opportunities for improvement to support process.
- Participate in projects and testing efforts related to support.
Skills required:
- Candidates should have previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus.
- Prior experience in a production application support role troubleshooting, analysing and providing root cause analysis
- Using an IT service management system for tracking technical support cases.
- Experience using a user support tool that allows for two way email communication with users, categorisation of issues, managing a queue, reallocating tickets etc.
- Fluent in written and spoken English for business
- Fluent (written and spoken) in French OR German
- A passion for providing customer service
- Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
- Excellent interpersonal, analytical and problem solving skills
- Outstanding attention to detail
- Strong organisation and time management skills
- Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
- Proven ability to work independently, efficiently exercising good judgement under deadline(s)
- Strong conceptual and process-focused thinking abilities
- Must be flexible and willing to work weekends, some holidays and rotating on-call schedule
- Some travel may be required
Morgan McKinley is acting as an Employment Business in relation to this vacancy.