Customer Service Analyst

Jobtailor

Dublin

On-site

EUR 35,000 - 52,000

Full time

2 days ago

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Job summary

Jobtailor is seeking a proactive Customer Support Specialist in Dublin to manage incoming emails, queries, and tickets within SLAs. You will develop SaaS product knowledge and collaborate with Service Delivery, Product, and Engineering to resolve issues.

The role emphasizes clear customer communication, triage, and proactive knowledge sharing; we value strong Jira usage, cloud familiarity (Azure/AWS), and the ability to learn quickly in a fast-paced environment.

Qualifications

Proven customer-service or customer-support experience in a SaaS, software, technology, or similarly service-led environment
Experience managing customer queries or support cases against defined SLAs and performance targets
Practical experience using Jira for ticket logging, triage, prioritisation, updates, tracking, and escalation
Strong written and verbal communication skills, with the ability to provide clear and accurate information to technical and non-technical audiences
High attention to detail and a consistent approach to recording customer interactions and case activity
Ability to adapt quickly, prioritise competing demands, and manage time effectively in a fast-paced environment
Strong customer-focus, problem-solving ability, and commitment to delivering a positive service experience
Strong collaboration and stakeholder-management skills, with the confidence to engage across teams and functions
Ability to learn new SaaS products, processes, and technologies quickly and apply that knowledge effectively
Knowledge of Cloud - Azure and AWS
Java, JavaScript, HTML, CSS
Understanding of reading log files
JIRA, Atlassian tools, Text Editors
All offers of employment are subject to satisfactory background checks

Responsibilities

Manage incoming customer emails, redirected queries, and support tickets, acknowledging and responding within agreed SLAs
Log, categorise, prioritise, and maintain accurate case records in Jira, ensuring customers and stakeholders receive timely updates
Provide accurate, clear, and consistent information to customers and service users across supported communication channels
Take ownership of queries from initial contact through to resolution, handover, or appropriate escalation
Monitor assigned cases and queue activity, proactively addressing ageing or at-risk tickets
Build strong customer relationships through professional, open, and responsive communication
Develop in-depth knowledge of the SaaS platform, internal knowledge sources, and support processes to locate information quickly and provide effective guidance
Follow internal communication procedures, escalation paths, security requirements, and quality standards
Take initiative to create positive, engaging customer experiences and identify proactive solutions for customers and colleagues
Collaborate closely with Customer Support colleagues and cross-functional teams, including Service Delivery, Product, and Engineering, to resolve customer issues
Identify recurring queries, service trends, and knowledge gaps, contributing to knowledge articles, troubleshooting guidance, and process improvements
Contribute to team and departmental targets, including SLA performance, response quality, customer satisfaction, and case-resolution outcomes

Skills

Customer service

Effective communication

Time management

Problem solving

Collaboration

Stakeholder management

Tools

Jira

Atlassian tools

Text editors

Azure

AWS

Job description

Manage incoming customer emails, redirected queries, and support tickets, acknowledging and responding within agreed SLAs
Log, categorise, prioritise, and maintain accurate case records in Jira, ensuring customers and stakeholders receive timely updates
Provide accurate, clear, and consistent information to customers and service users across supported communication channels
Take ownership of queries from initial contact through to resolution, handover, or appropriate escalation
Monitor assigned cases and queue activity, proactively addressing ageing or at-risk tickets
Build strong customer relationships through professional, open, and responsive communication
Develop in-depth knowledge of the SaaS platform, internal knowledge sources, and support processes to locate information quickly and provide effective guidance
Follow internal communication procedures, escalation paths, security requirements, and quality standards
Take initiative to create positive, engaging customer experiences and identify proactive solutions for customers and colleagues
Collaborate closely with Customer Support colleagues and cross-functional teams, including Service Delivery, Product, and Engineering, to resolve customer issues
Identify recurring queries, service trends, and knowledge gaps, contributing to knowledge articles, troubleshooting guidance, and process improvements
Contribute to team and departmental targets, including SLA performance, response quality, customer satisfaction, and case-resolution outcomes

Requirements

Proven customer-service or customer-support experience in a SaaS, software, technology, or similarly service-led environment
Experience managing customer queries or support cases against defined SLAs and performance targets
Practical experience using Jira for ticket logging, triage, prioritisation, updates, tracking, and escalation
Strong written and verbal communication skills, with the ability to provide clear and accurate information to technical and non-technical audiences
High attention to detail and a consistent approach to recording customer interactions and case activity
Ability to adapt quickly, prioritise competing demands, and manage time effectively in a fast-paced environment
Strong customer-focus, problem-solving ability, and commitment to delivering a positive service experience
Strong collaboration and stakeholder-management skills, with the confidence to engage across teams and functions
Ability to learn new SaaS products, processes, and technologies quickly and apply that knowledge effectively
Knowledge of Cloud - Azure and AWS
Java, JavaScript, HTML, CSS
Understanding of reading log files
JIRA, Atlassian tools, Text Editors
All offers of employment are subject to satisfactory background checks

Core Competencies

Demonstrates strong customer service and support capabilities in a SaaS environment, with expertise in managing queries and support cases while adhering to SLAs. Proficient in using Jira for ticket management and committed to delivering positive customer experiences through effective communication and collaboration.

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