Title:                                   Senior Support Analyst

Location:                           Remote

Employee Status:            Full Time, Permanent

Salary:                               Competitive

Experience Required:     3 – 5 Years’ experience in a similar role essential. Experience in the Taxi industry would be largely advantageous to a candidate

iCabbi is a leading Irish Technology Business that has scaled significantly over the last 10 years. iCabbi is the world’s largest taxi dispatch technology provider, Since 2024 it has developed its comprehensive fleet management platform to enable expansion into new transportation and mobility sectors. 

Role

As a member of the Support team within iCabbi, your role will be to provide a comprehensive support service to a wide range of customers, primarily in the taxi industry. The software Support team play a fundamental role in helping our customers, to leverage our suite of products to help build and grow their companies. In this role you will work closely with our customers, development and product team to support, our global client base.

Responsibilities

• Provide a consistent and professional service which supports the delivery of business plans.
• Work collaboratively as a member of the Support Team to ensure the needs of the customer are always put first.
• Contribute to positive change, supporting new ways of working within the team, including supporting work outside of your own functional area and/or team.
• Provide a visible and proactive service, developing credibility and trust with our wide customer base.
• Contribute ideas and suggestions to enhance service delivery and customer experience.
• Demonstrate a commitment to on-going personal development, developing skills/competencies to support new technologies and ways of working.
• Ensure the appropriate escalation of issues and areas of concern to the relevant manager.
• Work with other team members on the delivery of identified objectives.
• Out of Hours emergency support as part of a structured on/off Rota system.

What will you bring to us?

• Understanding of the iCabbi suite of products
• An understanding of the taxi industry
• Experience of Product / Application Support.
• Excellent communications skills, both verbally & written including high standards of literacy.
• One of the following languages would be a good to have; Finnish, Swedish, Norwegian, German, Spanish or French.
• Excellent attention to detail.
• Excellent organisational and problem-solving skills, including time management & the ability to work to deadlines and prioritise workloads.
• IT, telecoms, data connectivity & networking knowledge.
• Ability to work methodically, accurately & under pressure.
• Self-motivated with a professional, positive and customer focussed work ethic.
• Strong aptitude for seeing tasks through to completion.
• Willingness and ability to work flexibly to meet the demands of the role.
• Confidence to challenge & question processes to provide business improvements.
• Ability to receive feedback & to accept & learn from constructive feedback to improve & self-development.
• Basic understanding of PHP, MySQL and HTML5.
• Basic understanding of Data Connectivity, Networking and IT.
• A patient, adaptable and positive nature, a team player and you MUST have a good sense of humour.
• Experience using the Zendesk support desk environment.