What are the responsibilities and job description for the Customer Support Specialist (+French Speaking) position at Diligent Corporation?
Position Overview:
Due to phenomenal growth, we are seeking a Customer Support Specialists to join our team in Galway. The Customer Support Specialist will handle Tier I support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. We are looking for someone with exceptional written and verbal communication skills in English, and advanced to fluent level in French.
Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users.
The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.
Key Responsibilities
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
- Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
- Identify and escalate priority issues per Client specification - Redirecting problems to appropriate resource
- Accurately process and record call transactions using a computer and designated CRM software
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business, researching solutions using available resources.
Required Experience/Skills
- Experience of phone-based Software Application/Technical Support or call centre experience supporting end users
- Exceptional written and verbal communication skills in English are required, and advanced to fluent level in German.
- Working knowledge of Windows OS
- Proven problem-solving skills and technical aptitude
- Superb communication and customer handling skills
- Ability to think on your feet in a highly demanding and fast-moving environment
