406055019439614Big Red Cloud – Simple Online Accounts Software Ireland – are looking to recruit a new member for our Technical Support Team. Prior experience with Accounts and Payroll software is desirable.

Responsibilities of the Technical Support Team:

  • Providing 1st level support to Big Red Cloud Accounts and Big Red Book Accounts & Payroll end users.
  • Logging support call information to the helpdesk system and resolving all calls in a timely manner.
  • Escalate issues to Senior Support Executives, Support Manager or Development when necessary.
  • Deliver effective & accessible training programmes to customers either in a group classroom setting, via online Webinar, or on a one-to-one basis.
  • Gather problem descriptions, log files, configuration data, and analyse them in order to determine root cause of problems and find solutions where possible or escalate to senior Technical staff/developers.
  • Own support issues until resolution and act as primary support liaison between company and customer.
  • Work independently in a fast paced customer support environment without requiring immediate supervision.
  • Test new software releases and provide feedback on fixes and bugs.

Required Skills & Experience

  • The ideal candidate will have at least 2 years’ experience working in a similar role.
  • Ability to work to SLA’s.
  • Previous customer service/technical support experience.
  • Excellent communication skills, both verbal and written.
  • Excellent computer software skills, including advanced knowledge of Microsoft Office – Word, Excel, SQL Server Management and Powershell is desired.
  • Strong organisational, time management and problem solving skills.
  • Must have a positive, can-do attitude and be a team player.
  • Ability to represent the company in a professional manner at all times.
  • Must be customer orientated.
  • Proven ability of acting on own initiative.

Compensation

  • Competitive salary.
  • Commission earnings on converted referrals.

If interested in this role please forward your CV to eamonn@bigredcloud.com/ by 29th May 2015.