Technical Support Specialist

USA

About SoftCo:

SoftCo are a fast growing global Procure-to-Pay technology company and we’re disrupting the FinTech market with our world class software solutions.  We are looking for dynamic, ambitious and fun people to come on board and help deliver and support quality software that conforms to the highest standards to our North American customers.

We operate from offices in the US, Finland, the UK, and are headquartered in Ireland.  Our Smart Automation technology is transforming how organizations manage their Procure-to-Pay processes, reducing costs and ensuring organizations meet their compliance obligations.  SoftCo has over 2 million users worldwide and our customers include PwC, Volkswagen, Primark, Sunny Delight, and the Finnish Government. SoftCo is ISO27001 certified, a Microsoft Gold Partner, SOC2 Type 1 certified, and an AWS Advanced Technology Partner.

Technical Support Specialist:

SoftCo are currently seeking an experienced Technical Support Specialist to join our expanding international based Customer Service Group. 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 our international teams to deliver exceptional customer service.

Your role:

  • Represent SoftCo by being the first point of technical support with our customers on our Helpdesk.
  • 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.
  • 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:

  • Technical customer service / call centre experience supporting external customers with enterprise software or finance / ERP queries.
  • Experience of working with a software ticketing system is essential.
  • A 3rd level qualification in a technical discipline is required.
  • Knowledge of Financial or Accounts Payable process is an advantage.
  • A customer focused, structured and highly organised individual.
  • Excellent communication and stakeholder management skills.
  • Proven ability to work under pressure and deliver within tight deadlines.
  • Fluency in written and spoken English and eligibility to work in the USA.

What we can offer you:

This is an excellent opportunity to join a successful, expanding Irish software company at a critical time of development in the US market.  There may be some travel involved in this role. There is an attractive package on offer to the successful candidate. SoftCo is an equal opportunities employer and supports flexible remote working.    www.softco.com

Applications

Please send a cover letter and your CV to careers@softco.com

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