Technical Support Specialist

Hayward Hawk Recruitment

HAYWARD HAWK is very proud to be partnering with an innovative and expanding eCommerce-product based company based in Belfast.

  
Technical Support Specialist (Software)
HAYWARD HAWK is very proud to be partnering with an innovative and expanding eCommerce-product based company based in Belfast.
Role Purpose
  • Become a product expert.
  • Provide 3rd line support for the system using JIRA Service Desk, working closely with the development Dept.
  • Assist in product deployment instances for customers
  • Research, diagnose, troubleshoot and identify solutions to resolve integration issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Ensure support tickets are correctly linked and tracked against resulting development jobs.
  • Provide prompt, accurate and helpful customer-facing responses on technical support queries.
  • Maintain a strong focus on customer service, ensuring that all responses are easily understood by both technical and non-technical audiences.
The Person:
The ideal candidate must have:
  • A degree in a relevant discipline, preferably 2:1 or higher.
  • Demonstrable experience of working in a technical application support role for a software company.
  • A strong track record of creating training materials for software applications.
The candidate must also be:
  • Highly motivated, energetic and enthusiastic.
  • Proactive and results driven.
  • A great team player.
  • Customer focused.
Desirable Skills:
The ideal candidate will have a strong knowledge and experience of:
  • JIRA Service Desk or a similar application
  • Delivering training (online and/or in person)
  • HTML/CSS, JavaScript, SQL
  • Software platform technology (SaaS/PaaS)
  • Ecommerce
Remuneration: 
  • Competitive salary — negotiable, based on experience
  • Performance-related bonus
  • Matched pension contribution
  • Generous holiday allocation
  • Private healthcare
  • Free car parking
For Further information on this vacancy, or any other technology roles in Belfast, Dublin or London, please apply via the link below or contact Declan Fitzmaurice in the strictest of confidence on 02895 902688