Helpdesk Administrator

Helpdesk Administrator

SoftCo are currently seeking a Helpdesk Administrator for our Customer Service Group. Based in our headquarters in Dublin (South) and reporting to the Client Services Manager, the successful candidate will play a critical role in supporting our helpdesk and implementation teams.  Working in a fast-paced, collaborative environment, you will work closely with management to deliver exceptional customer service.

Your role:

  • Represent SoftCo by being the first point of contact with our customers.
  • Ensure SoftCo customers receive the best quality service and support in an efficient, knowledgeable and timely manner.
  • Administer customer queries through the full life-cycle from call receipt to resolution.
  • Effectively deliver administration duties for helpdesk and project related functions.
  • Oversee the operation of a busy helpdesk.
  • Liaise with related finance, sales & technical teams to ensure customer calls are progressed.
  • Maintain regular communications with customers to keep them updated.
  • Drive new initiatives based on best practice, customer feedback and personal observation.
  • Ensure adherence to company policies at all times.
  • Other ad-hoc duties as required.

 

Your profile:

  • A customer focused, structured and highly organised individual.
  • Customer service / call centre experience in the IT industry would be an advantage.
  • Assertive, confident personality with excellent communication and people skills.
  • A proven track record in a similar role where you had influence on customer service quality.
  • Self-motivated with the ability to motivate others to deliver a high level of customer service.
  • Experience in writing customer service correspondence.
  • Proven ability to work under pressure and deliver within tight deadlines.
  • Results oriented and deadline driven with a high degree of accountability and responsibility.
  • Proficient in using the MS Office suite.

Fluency in written and spoken English, and eligibility to work in Ireland are essential.

Please email your CV to careers@softco.com

About SoftCo

Established in 1990, SoftCo is a leading global software company with over one million business users worldwide. Headquartered in Dublin, Ireland, SoftCo has offices in Boston, Manchester, and Helsinki. The company’s solutions transform finance processes, reduce costs and ensure organisations meet their compliance obligations. SoftCo’s customers include Volkswagen, Primark, Sunny Delight, the Finnish Government, and PWC. SoftCo is ISO27001 certified, a Microsoft Gold Partner, and an AWS Advanced Technology Partner.

SoftCo is an Equal Opportunities employer. www.softco.com