Customer Service Support Expert

Job Title: Customer Service Support Expert

Location: Dublin Hybrid 2 days a week (on occasions extra days in the office will be required)

Contract / Permanent: FTC 12 Months With further extension

Start date: September /Early October 2024

Role:

The client s ICT and PMO teams support the enabling of ICT and Digital Services for their sector. As part of the customer service strategy the client is implementing a Case Management Solution (CMS) to track individual customer service queries across channels and agents over time. The implementation of an endtoend case management solution will offer a suite of capabilities that will enable the client to deliver an enhanced customer service experience to both customers and employees.

We are seeking a talented Customer Service Support Expert to join our dynamic team. The ideal candidate will have a strong background in building frontend and backend designs with a focus on usercentric design. You will collaborate closely with our development and backend teams to ensure seamless userfriendly experiences for our customers.

The Customer Service Support Expert must be proficient in working on Agile projects with prior experience in MS Dynamics Case Management Solution (CMS) development being highly desirable.

We are looking for a dedicated Customer Support Expert who is committed to delivering outstanding service and ensuring that customer inquiries and issues are resolved promptly and effectively.

Necessary skills include:

Technical Skills

At least two years of dedicated customer service experience in supporting Customer Relationship Management (CRM) and Case Management Solution (CMS).

Demonstrated expertise in handling the customer related queries ticketing system and support end user requests.

Exceptional communication skills with an emphasis on collaboration and innovative problemsolving.

Understanding of technical solutions management of process flows and handling of different user request.

Understanding of digital platforms including web mobile and phone

A strong team player with a commitment to manage customer queries in a fast faced ICT support environment.

Experience with MS Dynamics CMS solution query handling is an added advantage.

A history of significant contributions to ticket support systems particularly in a BAU (business as usual) operational environment.

Proven ability to collaborate effectively with development teams and business to handle the customer queries effectively and efficiently.

Attention to detail in addressing the queries and contributing towards the product enhancement is an added advantage.

NonTechnical Skills

Creative thinking and Problem solving skills

Good Collaboration skills

Proficiency in the English language

Team player with excellent communication skills

Experience Level Required:

It is a mandatory requirement that the Resource proposed has the equivalent of 3 years experience in a similar role.

It is a mandatory requirement that the Resource proposed hold the following qualifications or equivalents:

• Any relevant Customer Support certification
  
• Any ICT or Degree Qualification (Level 6 or above)
  
• 
  

Key Deliverable:

The following nonexhaustive list of Key Deliverables are applicable to this Role.

Respond to customer inquiries and provide timely and accurate information via new MS Dynamics CMS solution.

Triage issues reported by customers ensuring a satisfactory resolution.

Foster collaboration with development teams.

Gather and relay customer feedback to relevant departments to help improve our products and services.

Work closely with project team and business units to ensure a cohesive customer service experience.

Requirements

Key Experience/Competencies/Skillsets:

The following Experience/Competencies/Skillsets are applicable to this Role.

Collaboration: Work closely with developers and other stakeholders to ensure that customer queries addressed efficiently.

Team player: Collaborative mind set with positive attitude in supporting the project team.

Adaptability: Flexibility to adapt with agile mind set to manage customer support.