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Job Title: CSR- Customer Service Representative

Location: Dublin, Ireland

Duration: FTE- 12 Months Contract

Job Overview:

We are seeking a motivated and customer-focused Customer Service Representative to join our global Customer Support team in Dublin. This role involves providing first-line support to ensure a world-class customer experience. You will be responsible for managing and resolving technical issues, logging and tracking cases, and providing high-quality support via phone, email, and case management tools.

Key Responsibilities:

Log incidents and service requests on the IT Service Desk and maintain accurate records of software/hardware issues.Provide initial triage and technical support by resolving customer inquiries and problems in a timely and efficient manner via phone, email, or case.Escalate complex issues to internal or external support teams or Subject Matter Experts when necessary.Support end users by offering guidance and training on platform usage.Participate in global forums and knowledge-sharing sessions, including Transfer of Information (TOI) and other training programs.Assist peers with their cases and contribute to team collaboration.Perform User Acceptance Testing (UAT) and contribute feedback to improve service delivery.Identify gaps in self-service documentation and suggest improvements.Manage multiple support cases daily and ensure timely resolution.Provide support for store applications or additional tools as needed.

Required Skills and Experience:

2-4 years of experience in an IT support or helpdesk environment.Strong technical background with the ability to quickly learn new technologies.Proven experience in providing phone-based technical support with a focus on first-call resolution.Excellent written and verbal communication skills.Ability to communicate effectively at all organizational levels.Strong problem-solving skills and the ability to ask precise questions to diagnose issues.Comfortable handling difficult conversations with customers in a professional manner.Experience with IT Service Management tools is highly preferred.Basic understanding of ITIL processes and business operations.Experience with SaaS applications and troubleshooting cloud-based environments.

Preferred Qualifications:

Degree or equivalent work experience in a Customer HUB, Customer Care, or IT Support role.Prior experience supporting an Enterprise Software or SaaS environment.Familiarity with IT platforms or support ticketing systems is an advantage.

GCS is acting as an Employment Business in relation to this vacancy.

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