Customer Support Specialist (Remote Option)

A bit about us:

Occupop is a rapidly growing SaaS startup that sells cutting edge recruitment technology in Ireland, UK and the USA. We have 18 employees spread globally and our HQ is in Dublin Ireland.

Why work with us?

• Be part of a rapidly scaling SaaS business and put your stamp on our support processes
• Flexible work environment with remote work option
• Private Pension with matching contributions
• Disability and life insurance
• 20 days annual leave with an additional 5 bonus days over Christmas
• Laptop and home-office allowance
• Annual company retreat
• Be part of our journey! Occupop is a fast growing international start-up listed in Ireland's top 100 Start Ups

A bit about the job:

Occupop’s customer base is growing rapidly year on year, Our mission is to make recruiting easy for SMBs so to make that happen we need to be supporting our customers to ensure they can have the best recruitment process possible.

You will be the first 100% support focused hire within our Customer Team

You will be the first point of contact for incoming customer queries over email, chat & phone calls with full support of the Customer Success & Engineering Team.

An Average day:

• Dealing with tickets raised by customers in zendesk
• Troubleshooting issues our customers are experiencing
• Investigating bugs and creating bug reports for our engineers
• Assisting customers with account customisations
• Building out our knowledge base & help center with articles and videos
• Engaging with Customer Success & Engineering teams to ensure we are all communicating to give a premium customer experience

Core Competencies that create success:

• Excellent attention to detail & highly observant
• Enjoys puzzles and solving problems
• Meticulously organised & process driven
• Excellent communication & patience
• Passionate about the customer experience
• Consistent & reliable
• Fast learner, especially with technical processes and terminology

Experience that would be ideal:

• 1+ years customer or technical support experience
• Previous experience working with software products/technical environment
• Previous experience with Zendesk or similar
• Technical troubleshooting experience