Technical Support Specialist

About SoftCo:

SoftCo are a fast growing global Procure-to-Pay and Compliance technology company and we are looking for effective, proactive, and fun people to be part of our exciting journey. Our Smart Automation technology is transforming how companies manage their Procure-to-Pay processes, improving efficiency, staff morale and fighting fraud.

With over 30 years’ experience, SoftCo ranks highest in independent customer satisfaction surveys. We are proud that all our projects are successful, and that our market-leading technology delivers our customers unrivalled levels of touchless invoice processing and the greatest savings. We operate from offices in the US, Finland, UK and Ireland. We have over a million users worldwide including PwC, Volkswagen, Patagonia, Primark, Logitech and nearly 80 departments of the Finnish Government. We are seriously certified with ISO27001, Microsoft Gold Partner, all types of SOC, and we are an AWS Advanced Technology Partner.

Technical Support Specialist:

SoftCo are currently seeking an experienced Technical Support Specialist to join our Customer Service Group in Dublin. 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 technical support with our customers on our busy 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.
• Contribute to improving customer satisfaction by directly handling queries.
• Provide information to the development team to ensure resolution of software issues in a timely manner.
• Support deployments, rollbacks, application verification, testing and production tasks.
• 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 complex software or ERP queries.
• Experience of working with a ticketing system is essential.
• Experience as a Technical Support Engineer in Enterprise or SaaS companies.
• Experience working in DevOps environments.
• Experience with software rollbacks based on metrics.
• Experience with SLI’s and SLO’s.
• Experience in Root Cause Analysis reporting.
• A 3^rd level qualification in a technical discipline is required.
• 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 Ireland.
• Experience working with Microsoft Azure products eg. Azure Monitor, Azure KQL, Azure Boards (DevOps) – Preferrable but not essential.

What we can offer you:

This is an opportunity to expand your knowledge, develop your career and work with state-of-the-art technology in a rapidly growing sector.  We encourage our team to be ambitious and in SoftCo there is a culture of progression. We support your development by investing in training and partnering with leading learning platforms and providers such as Pluralsight amongst others. Uniquely, our structure means you work directly with the most senior leaders in the business, who see your potential.

A competitive remuneration package is on offer and our benefits package includes membership of our on-site gym, company paid health insurance, life assurance, pension, bonus package, long service incentive awards and a staff referral scheme. Our customers are all over the world, so travel is an option and if working for one of the most innovative technology companies is your thing, then look no further. SoftCo is an equal opportunities employer. Learn more about us at  softco.com/about-us/careers/.

Applications:

Please send your CV to careers@softco.com

SoftCo is an equal opportunities employer. (www.softco.com)