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Remote Customer Support Engineer (French or German)

Our client is an enterprise SaaS company that provides health, safety, and risk management solutions internationally. They are on the lookout for a Customer Support Engineer to join their team and play a fundamental role in the next phase of the company's growth. If successful you will be part of a company that values your opinion, a company that will not just invite you to come along on the journey as they grow but instead encourages you to become an integral part of that journey. Note candidates will need to be fluent in English and either German or French.


Key Responsibilities

  • Provide prompt and courteous service to our customers via cases and calls in order to ensure Service Level Agreements (SLAs) are upheld
  • Apply critical thinking and problem-solving skills to research, troubleshoot and guide customers to a successful outcome while managing their expectations appropriately along the way
  • Continually improve knowledge of our suite of products and services and regularly apply that knowledge to solve customer inquiries
  • Technical troubleshooting, communication and follow-up on customer issues, including those that may require escalation to other internal teams for resolution
  • Ensure that customer cases are updated, resolved and documented correctly and in a timely manner
  • Contribute internal content to the Support Knowledge Base
  • Submit documentation and customer training requests to other teams
  • Build and strengthen relationships across teams, including Product/R&D, CSM and PS teams
  • Be a collaborative teammate, ready to share knowledge and insights, and be solution orientated
  • Treat every interaction as an opportunity to partner with our customers

Key Requirements

  • 5+ years experience in a customer service or support role
  • Experience troubleshooting and resolving technical issues
  • Experience interacting with business customers
  • Strong communication skills, written and verbal
  • Effective team player, quick learner, and self-motivated
  • Proven commitment to delivering outstanding customer service
  • Experience effectively prioritising daily responsibilities
  • Must be able to maintain 39 hours/week in front of a computer and on the phone

*Note - while this is a remote role, the successful candidate will have to be based within the Republic of Ireland.


For a confidential discussion and more information on the role, please contact Ryan Blackett.

ryan.blackett@collinsmcnicholas.ie 

(021) 4911065