Technical Support Specialist, French Speaking

This is a fully remote position, open to applicants in Ireland.

📋 Description

• The Technical Support Specialist holds a prominent position within a crucial team dedicated to providing outstanding customer service to the EIS client community.

• Responsible for implementing proactive strategies that lead to reduced case volume and quicker resolution times, the Technical Support Specialist offers feedback and assistance to Engineers and Developers, which is then relayed back to the client.

• They exemplify the ultimate team player.

• The Technical Support Specialist is instrumental in nurturing customer relationships and serves as an escalation point for issues in the production environment.

• Acting as an incident commander during critical situations, the Technical Support Specialist delivers consistent guidance to facilitate rapid problem resolution.

• Furthermore, the Technical Support Specialist ensures the accurate configuration of the Support tech stack and promotes its adoption and ongoing utilization.

• This role is centered on engaging with both internal and external customers to comprehend their needs, assisting them in the effective use of the support software, and advocating for enhancements in processes and products that elevate the overall customer experience and system efficiency.

⛳️ Requirements

• A minimum of 3 years in Technical Help Desk, Technical Support, Application Support, Production Support, or a related position in SaaS or complex software applications or CRM solutions.

• Proficiency in English and French.

• Experience in utilizing ticketing systems for work management and resolution.

• Capability to maintain composure, clarity, and professionalism in challenging customer interactions.

• A strong sense of ownership, reliability, and accountability.

• A genuine desire to acquire knowledge—always eager to learn and improve.

• An active listener who strives to build a strong working rapport with customers while pursuing resolutions.

• Ability to collaborate effectively across teams and disciplines to address challenges.

• Exceptional relationship management, customer service, and communication skills across various formats (written, live chat, conference calls, in-person).

• Experience with the administrative aspects of the Support tech stack or related tools, including Jira, JSM, EazyBi, Datadog, and similar technologies. Bonus points for familiarity with trial setups and basic functionalities.

• Proven experience supporting users in a mixed operating system environment, with substantial knowledge in Windows and macOS management.

• Basic understanding of TCP/IP, OSI, VPN, RDP, and other networking technologies is beneficial.

• Familiarity with Google Workplace, Slack, EazyBi, Nuacom, and Atlassian products is an advantage.

🏝️ Benefits

• Collaborate with top talent and exceptional colleagues who are experts in their fields and technologies, working within a Scaled Agile environment alongside diverse, multicultural, and cross-functional teams.

• Join a global and innovative software product company that is developing a world-class Enterprise InsurTech Product, driven by advanced technologies such as microservices, reactive systems, cloud solutions, and continuous delivery.

• Work with the latest Apple MacBooks.

• Enjoy the freedom to shape your career path through development programs and exciting global mobility opportunities (we promote a global culture).

• Access to home working equipment.

• Mobile phone and internet coverage provided.

• Health insurance for you and your dependents, effective immediately upon joining EIS.

• Optional sports coverage as part of the health insurance package.

• Participation in a Group Pension Scheme.