Technical Support Specialist

Tricentis

Tricentis

IT, Customer Service
Ireland · Remote
Posted on Monday, July 8, 2024
The Technical Support Specialist will be responsible for providing technical support for our Tricentis catalog with a concentration on our Tricentis Tosca product. The Support Specialist will work from the SAP subsidiary in Dublin, Ireland.
Responsibilities
  • Technical analysis and processing of requests from all customer segments.
  • Responding to issues, requests and inquiries via self-service cases, live chat, phone, and video.
  • Identify & organise cases according to priority and escalate cases to engineers when necessary.
  • Make suggestions and help improve internal documentation and knowledge-based content.
  • Collaborate with customers to deliver a superior customer experience, leveraging effective communication and problem-solving skills to ensure their needs are met with satisfaction.
Qualifications
  • 3+ years’ experience in SaaS product support - Platinum/Gold support experience a plus.
  • Strong analytical, organizational, written, and verbal communication skills.
  • Broad spectrum of basic technical knowledge in the areas of databases, programming, and network technology.
  • Ability to easily familiarize yourself with complex software applications.
  • SAP applications usage and SAP business processes knowledge is a plus.
  • Approach problems in an analytical and solution-oriented manner.
  • Proven track record in a strong customer facing support role.
  • Previous experience with QA/automation testing tools is a plus, but not required.

Tricentis Core Values:
Knowing what we need to achieve and how to achieve it is important. Tricentis core values define our ways of working and the behaviors we model that create an enjoyable and successful Tricentis life.
  • Demonstrate Self-Awareness: Own your strengths and limitations.
  • Finish What We Start: Do what we say we are going to do.
  • Move Fast: Create momentum and efficiency.
  • Run Towards Change: Challenge the status quo.
  • Serve Our Customers & Communities: Create a positive experience with each interaction.
  • Solve Problems Together: We win or lose as one team.
  • Think Big & Believe: Set extraordinary goals and believe you can achieve them.
Why You’ll Love Working at Tricentis:
  • Supportive and engaged leadership team
  • Career path and professional and personal development
  • Hybrid work environment
  • Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice
  • We’re a global company!

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