Software Support Technician - Wexford

Position Details:

Software Support Technician team members troubleshoot technical issues & provide 1st and 2nd line technical support to clients, providing timely customer feedback, and support the roll-out of new software solutions.

Moreover, Software Support Technician team members need to talk to customers directly, as well as create written documentation, requiring excellent written and verbal communication.

Key Responsibilities:

Ensure customer tickets are responded to and resolved within SLA’s.
Communicating with customers regularly with regards to their incident/problem/change request.
Maintain a high-quality service to our customers.
Managing multiple cases at one time, ensuring case notes are up to date.
Diagnosing and resolving incidents using remote access tools and verbal instructions.
Installing and configuring software.
Providing timely and accurate customer feedback.
Following up with clients to ensure the problem is resolved.
Supporting the roll-out of new software applications.
Testing and evaluating new technologies.

Knowledge and Expertise Required:

Exceptional customer service skills.
Excellent telephone manner.
Excellent communication skills with the ability to convey ideas and offer solutions to the wider team.
The ability to support non-technical customers and explain complex IT concepts in simple terms.
Excellent organisational skills with the ability to manage priorities and work to deadlines.
The ability to troubleshoot a variety of issues and resolve user issues.
High degree of accuracy and attention to detail.
Ability to provide concise documentation.
A positive can-do attitude and flexibility in taking on a broad range of responsibilities and tasks at short notice.
The ability to quickly learn new operating procedures and maintain established systems.
Approachable with good interpersonal skills and the ability to interact with staff effectively at all levels.
A commitment towards delivering quality customer service to internal and external customers.
Up-to-date knowledge of the latest IT and software trends.
Familiarity with SQL (essential).

Personal Attributes:

Has the ability to quickly establish good working relationships with clients.
Can demonstrate a good level of patience.
Has a logical mind.
Has enthusiasm for continual learning.

The benefits you’ll receive…

23 days holiday plus public holidays.
Performance bonus scheme.
Employee share scheme.
Paid Christmas party.
Personal retirement savings account (PRSA) scheme.
Recruitment referral bonus.

Important Note: This is an office bound position and the office is based in Wexford, therefore, applicants must be willing to work in office for 5 days per week.

Please also note, owing to the urgency with this vacancy, only applicants whom are already authorised to work in Ireland, with a visa already in place will be considered for this role. Our client is not willing to consider candidates whom will require visa/permit/sponsorship.