- Provide Business support to business in the Taxi industry.
- Focuses on in-depth problem analysis of iCabbi products.
- Utilizes fundamental troubleshooting skills and technical knowledge.
- Isolates, analyses, and provides resolution to customer issues.
- Supports clients that can range in size from small businesses to Large Enterprises.
- Providing technical and business assistance on iCabbi products to customers via phone, email and/or ticket system.
- Conducting problem analysis and collaboratively identifying problems of minimal to moderate complexity.
- Achieving and maintaining agreed service levels along with other established goals.
- Works independently with minimal supervision.
- Documenting cases and resolutions clearly in the CRM system, taking ownership of hot and/or more critical cases when required.
- At least 2+ years of experience in a customer support environment.
- Ability to understand technical issues and apply technical concepts.
- Outstanding communication skills including the ability to match a customer's communication style and de-escalate stressful situations.
- Ability to work effectively and co-operatively with other members of staff.
- Establish and maintain good working and interpersonal relationships with customers and suppliers.
- Ability to prioritize and multi-task on a variety of activities.
- Ability to determine the root cause of problems and to effect solutions.
- Flexibility to travel to other group company locations for short periods if required.
- BS degree or Diploma in Computer Science, Engineering, or a related subject
- Jira/Confluence
- B2B or SaaS experience is a strong plus
- A culture which is second to none
- A very competitive package.
- A happy work environment.
- Opportunity to gain experience and knowledge in a unique industry.
- Further education and training to enhance your skillset.
- We empower you to make your own career by working with some of our leading clients and forging new relationships with colleagues and customers.
- A team of highly experienced technology and development professionals to work with and support you.
- A leadership team who have a worthwhile mission and who excel at that mission.
- A chance to work with one of the market leaders in the Taxi Industry, currently disrupting a market and leading change within Mobility.
- A company that is going from strength to strength with significant growth plans that we are achieving.
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Support Analyst - Ireland - iCabbi Voice
Description
Experience: 2+ years of experience in a customer support environment
Role
As a Support Analyst , you will be part of a highly motivated worldwide team devoted to providing exceptional support to iCabbi Customers. Our customer-centric culture and close teamwork with Engineering, Customer Success, and Product Management provide an environment built for success.
Responsibilities
What will you bring to us?
What would be great to have?
What will we give to you?
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