Title:                                                     Support Analyst

Location:                                             Dublin

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 

• 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.

What will you bring to us?

• 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.
• Strong listening skills.
• Proven troubleshooting skills.
• 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.

What would be great to have?

• Taxi industry experience
• BS degree or Diploma in Computer Science, Engineering, or a related subject
• Zendesk
• Jira/Confluence
• Putty
• B2B or SaaS experience is a strong plus

What will we give to you?

• 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.