Customer Support Specialist (Tier 1)

Job Description

Diligent is seeking a Customer Support Specialist (Tier 1) to join their team in Galway, Ireland. Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions. In this role, the Customer Support Specialist will handle Tier 1 support and client relationships by answering support calls, resolving issues, and ensuring client satisfaction. The ideal candidate will possess excellent customer service and communication skills, with a passion for helping people.

The role involves:

• Interacting with customers to provide information about products and services
• Gathering customer information and determining the issue
• Diagnosing and resolving technical and software issues
• Researching required information using available resources
• Identifying and escalating priority issues
• Accurately processing and recording call transactions
• Offering alternative solutions to retain customers
• Following up with customers where necessary
• Staying current with system information, changes, and updates

Requirements:

• 1-3 years’ experience of phone-based Software Application/Technical Support/Customer Service
• Excellent communication skills with internal stakeholders
• Proven problem-solving skills and technical aptitude
• Working knowledge of Windows OS and other major operating systems
• Superb communication and customer handling skills
• Ability to think on your feet in a fast-moving environment

Diligent offers:

• A flexible work environment
• Global days of service
• Comprehensive health benefits
• Generous time off policy
• Wellness programs

This role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time.