Helpdesk Technician

Mackin

View: 111

Update day: 11-02-2024

Location: Dublin City Dublin

Category: Information Technology

Industry:

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Job content

Job Overview

We are seeking a customer support extraordinaire who is passionate about helping customers resolve their issues, willing to improve our customer experience, and wants to make a positive impact on an emerging team.

The ideal candidate is someone who has worked in a product customer support or tier one technical support environment within the technology or social media industry.

Responsibilities
  • Become a technical expert of the Clientele Business API for all platforms
  • Provide white-glove support to Clientele Business platform system administrators such as IT professionals or web developers to ensure a high level of customer service
  • Meet or exceed daily performance metrics related to key performance indicators, e.g. SLA, Response Time, CSAT, etc.
  • Maintain a high proficiency of all processes and product updates
  • Identify workflow related opportunities and suggest improvements
  • Investigate, triage, and report technical issues with the Clientele Business API on supported platforms
  • Follow internal escalation paths across multiples tiers of scaled support
  • Display solid understanding of API functionality, and perform API calls

Minimum Qualifications
  • 2-4 years of experience providing customer or enterprise support in a technical environment
  • Customer-oriented mindset with demonstrated understanding and empathy
  • High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary
  • Understanding of REST API Methods and Webhooks
  • Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience
  • Creative problem solver with excellent troubleshooting skills
  • Demonstrated ability to multitask and prioritize in a fast-paced environment
  • Collaborative team player with "get it done” attitude
  • Comfortable with processes and repetition
  • B2B technical support experience is highly desired
  • Available to work during weekends on a rotational basis
  • High quality written and spoken English is mandatory

Preferred Qualifications
  • Basic understanding of a Web stack; basic scripting experience
  • Experience with an API Testing tool (ie. POSTMAN, SoapUI, Advanced Rest Client)
  • Some SQL skills preferred
  • API support/management experience
  • QA or Technical Support Experience
  • Technical writer experience

Education

Associates degree, Bachelors degree. Tech Boot Camp graduate preferred
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Deadline: 27-03-2024

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