Hybrid Digital Solutions Support Specialist

Prudential Annuities Distributors (PAD); Ireland; Hybrid; EUR 32,000 - 42,000; Full time

Benefits offered by this job

Health Insurance

Annual Leave 23 days

Pension Scheme

Annual Bonus Programme & Shop LK Vouch

Life Assurance

Education Assistance

Job summary

PGIM Ireland is hiring a Digital Solutions Specialist (Customer Support) to transform phone-based service into digital-enabled support. Based in Letterkenny, the role is hybrid with on-site attendance one day per week and US hours (3pm–11pm local).

Training runs 12 weeks from 28th September to 14th December, with an early months onboarding and cross-team collaboration. You will handle multi-channel inquiries, guide customers to self-service tools, and help improve the customer journey through

Qualifications

• Typically requires previous customer service experience, preferably in a digital or omni-channel environment.
• Advanced understanding of support discipline and operational processes.
• Experience with digital service tools and platforms preferred.

Responsibilities

• Resolve customer inquiries across inbound/outbound calls, chat, and digital platforms, focusing on first-contact resolution and digital containment.
• Educate and guide customers on self-service tools and digital solutions, promoting digital adoption.
• Identify friction points in the customer journey and provide actionable feedback to leadership.
• Use data insights to recommend service improvements, leveraging AI and BI tools.
• Meet operational metrics and service level goals, participate in outbound education and onboarding activities.

Skills

Digital Fluency

Data Literacy

Adaptability

Communication Excellence

Problem-Solving Mindset

Continuous Improvement

Outcome-Oriented Thinking

Product Knowledge

Tools

CRM systems

AI tools

Job description

PGIM Ireland is hiring a Digital Solutions Specialist (Customer Support) to transform phone-based service into digital-enabled support. Based in Letterkenny, the role is hybrid with on-site attendance one day per week and US hours (3pm–11pm local).

Training runs 12 weeks from 28th September to 14th December, with an early months onboarding and cross-team collaboration. You will handle multi-channel inquiries, guide customers to self-service tools, and help improve the customer journey through