Agora Publishing Services Ireland Ltd (APSI) is now seeking a Support Specialist to provide technical and business solutions to our clients. The successful candidate will be managing the customer inquiries as they come in and will work with a cross-functional team across the organisation. Working hours for this role will be 9 am to 5.30 pm (Irish time).

Responsibilities:

• Providing technical and business solutions to our Clients.
• Thoroughly documenting and managing customer inquiries in JIRA Service Desk ticketing system.
• Continually developing and improving your relationships with stakeholders and their confidence in service abilities.
• Working on issues/requests individually and as part of the team to ensure that problems are solved.
• Using defined systems and guidelines to keep all stakeholders up-to-date with their request status, handover documentation, etc.
• Meeting or exceeding all of the performance and SLA metrics set by management.
• Working with cross-functional teams across the organization, developing a more intimate knowledge of operations and technologies utilized within the organization.

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Qualifications:

• Bachelor’s degree or higher with professional experience in computer related technologies.
• Good understanding or working experience with SQL.
• Fundamental understanding of HTML, CSS and JavaScript.
• Some experience in reporting and/or data analysis – Desired but not essential
• A methodical approach to problem-solving.
• Patience and sincerity.
• Customer service experience, preferably in a technical environment.
• Willingness and the ability to continually learn the technology and business.
• Ability to express complex technical concepts in layman’s terms to non-technical users verbally and in writing.
• Ability to work independently in a highly visible, fast paced environment.
• Availability to participate in on-call schedule when necessary.