Remote Technical Support and Experience Specialist

MOST; Ireland; Remote; EUR 45,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Employer Pension Contribution

25 Days Annual Leave

Job summary

MOST is seeking a Technical Customer Experience Specialist to join our growing digital business and deliver high-quality online support to customers. You will own support requests from initial touchpoint through investigation, resolution and follow-up, working closely with technical and operational teams.

This role emphasizes troubleshooting, clear customer communication, and proactive documentation, with remote collaboration across regions and strong onboarding support.

Qualifications

• Experience in a technical support or service desk role.
• Strong troubleshooting and problem-solving skills.
• Excellent written and spoken English.
• Experience with web-based applications and digital platforms.
• Ability to manage multiple requests and prioritise.

Responsibilities

• Provide professional technical support to customers through online channels including ticketing systems and email.
• Investigate and troubleshoot technical and application-related issues reported by customers.
• Take ownership of support tickets and manage them through to resolution.
• Gather relevant information, logs, screenshots and other diagnostic information to help identify the cause of technical issues.
• Reproduce reported problems and distinguish between user, configuration, connectivity and software-related issues.
• Resolve issues directly where possible and escape more complex problems to engineering or other specialist teams.
• Clearly document issues, investigation steps, findings and resolutions within the support platform.
• Keep customers informed of progress, particularly when an issue requires escalation or additional investigation.
• Prioritise support requests according to severity, customer impact and agreed service levels.
• Monitor outstanding support requests and ensure appropriate follow-up.
• Identify recurring issues and work with product and engineering teams to address underlying causes.
• Create and maintain FAQs, troubleshooting guides, knowledge-base articles and other customer support documentation.
• Provide feedback to Product and Engineering teams based on customer issues and recurring support trends.
• Assist with customer onboarding, configuration and implementation where required.
• Contribute to improving support processes, tools, reporting and overall customer experience.

Skills

Technical support

Troubleshooting

Ticketing systems

English proficiency

Problem solving

Remote collaboration

Cross-country cooperation

Tools

Jira

Zendesk

Freshdesk

Intercom

Job description

MOST is seeking a Technical Customer Experience Specialist to join our growing digital business and deliver high-quality online support to customers. You will own support requests from initial touchpoint through investigation, resolution and follow-up, working closely with technical and operational teams.

This role emphasizes troubleshooting, clear customer communication, and proactive documentation, with remote collaboration across regions and strong onboarding support.