Provide expert technical support to international clients using a cloud-native supply chain platform, ensuring smooth operation and high customer satisfaction. You'll troubleshoot, diagnose, and resolve technical issues in real time, keeping clear and consistent communication throughout the resolution process.
Key Responsibilities
- Investigate and resolve technical incidents promptly, documenting root causes and resolution steps.
- Respond to customer inquiries by identifying issues, diagnosing potential causes, and guiding users through corrective actions.
- Follow up with customers to confirm solutions meet expectations and recommend improvements when needed.
- Act as triage for incoming support cases, validating completeness and routing to the appropriate team members.
- Analyze monitoring alerts from customer systems and take appropriate action.
- Perform daily administration tasks for hosted and on-premise client environments.
- Meet SLA requirements for case response and resolution timelines.
- Develop and maintain knowledge base content to support ongoing customer success.
- Collaborate with internal teams to resolve complex or urgent technical challenges.
- Participate in on-call rotations and after-hours system maintenance as scheduled.
Qualifications
Candidates should have at least three years of experience in technical support for external clients, preferably in a SaaS environment. A post-secondary credential in a related field is required. Experience with ERP systems or supply chain software is highly beneficial. Familiarity with Windows platforms, web-based applications, and case management tools is essential. Strong research abilities and adherence to security standards such as SOC2 and GDPR are mandatory.
Preferred skills include working knowledge of relational databases and query languages. Background in manufacturing, production planning, inventory, or demand management roles is a strong advantage.
Work Environment
This is a remote position based in Ireland, offering flexible work arrangements. The role operates within a 24/7 support model, requiring occasional after-hours availability. The organization emphasizes employee well-being, professional growth, and community engagement, with programs supporting mental and physical health, mentorship, and sustainability.
Commitment to Inclusion
The hiring process includes accommodations for all candidates and uses AI only for initial resume screening. Final decisions are made exclusively by human reviewers, ensuring fairness and transparency. The company promotes diversity, equity, and inclusion across all levels and supports long-term sustainability goals.
