Customer Support Analyst – Software Solutions (Limerick)

Customer Support Analyst – Software Solutions (Limerick)

Hybrid – 2/3 days in the office

Location: Limerick

About the Company

An established technology organisation specialising in software solutions that help businesses manage and improve their day-to-day operations. We have worked with this company for a number of years, and they have a very solid team, low staff attrition and a genuinely nice environment to work in. They offer a very good team environment with excellent opportunities for professional development.

What We Are Looking For

We are seeking an enthusiastic, customer-focused individual who enjoys working with technology, investigating problems and delivering an excellent customer experience.

• 1–3 years’ experience in Customer Support, Application Support or Technical Support.
• Experience using ticketing or case management systems.
• Strong analytical skills with the ability to investigate and resolve software-related issues.
• Excellent communication skills and the ability to engage with both technical and non-technical users.
• Strong organisational skills with the ability to prioritise workloads and take ownership of customer queries.

Key Responsibilities

• Act as a key point of contact for customers, delivering 1st and 2nd line software support.
• Diagnose application issues, identify solutions and manage incidents through to resolution.
• Partner with internal engineering and infrastructure teams to address more complex technical problems.
• Maintain support documentation and identify opportunities to improve the customer experience.
• Assist customers with software onboarding, training and general product queries.
• Manage support requests in line with agreed SLAs and KPIs.

Nice to Have

• Previous experience using Salesforce.
• Experience supporting business software or SaaS applications.
• Exposure to customer training and software implementation.
• An interest in technology and continuous process improvement.