Asset 2
Back to job search

Principal Product Support Specialist

  • Location:

    Ireland, Ireland

  • Sector:

    Technology

  • Job type:

    Permanent

  • Contact:

    Ian Donnelly

  • Job ref:

    5400

  • Published:

    11 days ago

MA Tech have partnered with a rapidly growing fintech with multiple office locations in Ireland, and offer a fully remote work option. They currently have an opening for a Principal Product Support Specialist to join the team. This is a priority hire for them and will move very quickly. In this role, you will be responsible for providing second-level product support to customers (internal or external) involving highly complex issues. Quickly assess the general nature of customer problems, answers questions on functionality and usage of products, utilises strong troubleshooting skills to identify root causes, takes ownership of issues, recognising when the issue requires escalation and effectively escalating the issue to manager, using Customer Support tools, processes and best practices.

 

 

Responsibilities:

 

  • Drives positive results in Customer Experience through timely response, and positive interaction.
  • Provides support of escalated issues as necessary involving complex product functional and technical issues. Specifically, in the areas of system configuration and set up, product implementation, product functionality, defects, and enhancements.
  • Assists customer with ERP related issues when functionality of the organisation's interface is compromised.
  • Acts as a business liaison between the organisation and the customer balancing the needs of both the customer and our business in a way that drives a mutually agreed upon outcome.
  • Performs on-site troubleshooting, dial-in services and support by visiting and dialing into customer sites, and responding to calls aligned with customer service level agreement.
  • Provides Customer Implementation Services and/or Coordination of Services by assisting customers with installation and implementation of the software, and/or overseeing the coordination of services provided to customers. This can include ancillary product implementations that are required for the software to be installed successfully. This service can be provided via telephone, dial-in, or on-site.
  • Participates in internal projects as necessary by representing or leading the group in a team environment and/or completing project tasks in a timely and efficient manner. This could include the assignment of special roles within the workgroup in order to allow the workgroup to work more efficiently. Roles could be temporarily or permanently assigned dependent on business need.

 

 

Requirements:

 

  • 10 to 15 years of software support experience in a B2B contact centre.
  • Bachelor’s degree in related field.
  • Technical certifications in related technologies a plus.
  • Or equivalent combination of education and/or experience.
  • Possesses thorough depth and breadth of product and technical knowledge as well as knowledge of user's and/or vendor applications.
  • Deep understanding of the application of corporate tax concepts within the context of the supported application.
  • Excellent knowledge of support tools and can use them independently to verify or resolve customer issues.
  • Possesses strong product knowledge and knowledge of user applications and vendor applications (SAP/Baan/Oracle/Peoplesoft, etc.).
  • Keen awareness of sensitivity regarding internal proprietary information and can distribute information appropriately
  • Knowledge of Client/Server environment, UNIX and relational databases.
  • Knowledge of application servers, XML, and web application architecture.
  • Knowledge of Java and JDK.
  • Roles will require a high level of independent judgment and decision-making.
  • Excellent knowledge of support tools and can use them independently to verify or resolve customer issues.

 

For more information, please contact Ian Donnelly on 01 5222908 or apply below: