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.
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.
