Support Technician Specialist

Avonbrook Software Solutions; Leinster; On-site; EUR 38,000 - 52,000; Full time

Job summary

Avonbrook Software Solutions sucht eine/n Software-Support- Vertreter/in zur Unterstützung unserer wachsenden Support‑Team. Sie helfen Kunden bei Softwareproblemen, dokumentieren Tickets und arbeiten eng mit Entwicklung, Produkt und Vertrieb zusammen.

Nach Produktschulung werden Sie Experte/in für Avonbrook‑Produkte, unterstützen Händler im Tagesgeschäft und liefern professionellen Support. Vorkenntnisse in Finanzbuchhaltung/Systemabgleichen sind vorteilhaft.

Qualifications

• Minimum 2 years' experience in a customer service or software support role.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Good organisational and time management skills.
• Ability to learn new software applications quickly.
• Proficiency with Microsoft Windows and Microsoft Office.
• Ability to work independently and as part of a team.
• Experience supporting business software or SaaS applications.
• Experience within the automotive or motorcycle industry.
• Knowledge of dealership operations, including Sales, Service, Workshop or Parts.
• Experience using helpdesk or ticketing systems.
• Familiarity with remote support software.
• Knowledge of SQL or databases would be an advantage.
• Knowledge of accounting principles or bookkeeping.
• Experience using accounting software (such as Sage, Xero, QuickBooks or similar).
• Understanding of sales ledger, purchase ledger, VAT and bank reconciliation processes.
• Fluency in an additional European language (particularly French, German, Dutch or Spanish) would be beneficial.

Responsibilities

• Provide telephone, email and remote support to customers using Avonbrook software.
• Diagnose and troubleshoot software issues.
• Log, manage and resolve customer support tickets.
• Escalate complex issues to our Software Development team where required.
• Assist customers in understanding system features and best practices.
• Provide first-line support for accounts-related functionality and integrated accounting software.
• Assist customers with finance-related system queries and business processes.
• Support Avonbrook's software portfolio, including TECH App, SignPad App, Online Service Booking System, and other products/services.
• Create and maintain knowledge base articles and support documentation.
• Reproduce reported software issues for investigation.
• Work collaboratively with internal teams to improve customer experience.
• Maintain high standards of customer service and communication.

Skills

Customer service

Software support

SaaS experience

Automotive industry knowledge

Dealership operations

Problem-solving

Communication

Organisational skills

Learning agility

Windows & MS Office

Team player

Remote support

SQL knowledge

Accounting principles

Accounting software familiarity

Tools

SQL

Sage

Xero

QuickBooks

Helpdesk software

Job description

Founded in 1994, Avonbrook Software Solutions is a leading provider of Dealer Management Systems (DMS) and innovative software solutions for the automotive and motorcycle industries. For over 30 years, we have helped dealerships streamline operations with technology that improves efficiency, customer service, and business performance.

Our product portfolio includes theFortuna Dealer Management System,TECH App,SignPad, andOnline Service Booking System, serving customers across Ireland, Europe and North America. As we continue to expand internationally, we are looking for talented individuals who enjoy technology, solving problems and delivering exceptional customer service.

For further information, please visit www.avonbrook.com.

Role Overview

We are seeking a motivated Software Support Representativeto join our growing support team.

This role is ideal for someone who enjoys helping people, troubleshooting software issues, and learning new technologies.Subsequent to product training, you will become an expert in the Avonbrook product range, assisting dealerships with day-to-day questions, troubleshooting software issues, and ensuring customers receive prompt, professional support.

In addition to supporting our core DMS software solutions, which are integrated with our Accounting function. Therefore, knowledge of financial accounting systems would be advantageous. Support with dealership financial processes and day-to-day system enquiries is required.

Working closely with our Development, Product and Sales teams, you will play an important role in maintaining customer satisfaction while contributing valuable feedback to help improve our products.

Key Responsibilities

• Provide telephone, email and remote support to customers using Avonbrook software.
• Diagnose and troubleshoot software issues.
• Log, manage and resolve customer support tickets.
• Escalate complex issues to our Software Development team where required.
• Assist customers in understanding system features and best practices.
• Provide first-line support for accounts-related functionality and integrated accounting software.
• Assist customers with finance-related system queries and business processes.

Support Avonbrook's software portfolio, including:

• TECH App
• SignPad App
• Online Service Booking System
• And other products/services

• Create and maintain knowledge base articles and support documentation.
• Reproduce reported software issues for investigation.
• Work collaboratively with internal teams to improve customer experience.
• Maintain high standards of customer service and communication.

Experience We Would Like

• Minimum 2 years' experience in a customer service or software support role.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Good organisational and time management skills.
• Ability to learn new software applications quickly.
• Proficiency with Microsoft Windows and Microsoft Office.
• Ability to work independently and as part of a team.
• Experience supporting business software or SaaS applications.
• Experience within the automotive or motorcycle industry.
• Knowledge of dealership operations, including Sales, Service, Workshop or Parts.
• Experience using helpdesk or ticketing systems.
• Familiarity with remote support software.
• Knowledge of SQL or databases would be an advantage.
• Knowledge of accounting principles or bookkeeping.
• Experience using accounting software (such as Sage, Xero, QuickBooks or similar).
• Understanding of sales ledger, purchase ledger, VAT and bank reconciliation processes.
• Fluency in an additional European language (particularly French, German, Dutch or Spanish) would be beneficial.

Personal Qualities

• Customer-focused
• Friendly and approachable
• Patient and professional
• Curious and eager to learn
• Detail-oriented
• Organised and dependable
• Calm under pressure
• A strong team player

Salary & Benefits

• Commensurable with experience

Why Join Avonbrook Software Solutions?

At Avonbrook Software Solutions, you'll become part of a well-established Irish software company with over 30 years of experience delivering innovative solutions to the automotive and motorcycle industries. Our software supports dealerships across Ireland, Europe and North America, and we're continuing to grow our international presence.

Joining Avonbrook means more than just providing software support. You'll work with a market-leading Dealer Management System and a suite of innovative products while gaining valuable knowledge across dealership operations, including sales, service, parts and finance. You'll collaborate with experienced colleagues, contribute to the ongoing development of our products, and play a key role in helping our customers succeed.

We invest in our people through comprehensive training, ongoing professional development and clear opportunities for career progression. Whether your ambition is to become a Product Specialist, Software Trainer, Implementation Consultant or Customer Success Manager, Avonbrook offers the support and experience to help you build a rewarding long-term career.

Applicants must have the legal right to work in Ireland. Please note that Avonbrook Software Solutions is unable to offer visa or employment permit sponsorship for this position.

Avonbrook Software Solutions is committed to providing equal opportunities in employment. We welcome applications from all suitably qualified candidates and assess every application fairly based on skills, experience, qualifications and suitability for the role.