Customer Support Specialist (Night Shift)

Customer Support Galway, Ireland


Position at Diligent Corporation

The Company

Diligent is the pioneer in modern governance. We empower leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today’s complex, global landscape. The largest global network of corporate directors and executives, Diligent is relied on by more than 19,000 organizations and nearly 700,000 leaders in over 90 countries. With award-winning customer service, Diligent serves more than 50% of the Fortune 1000, 70% of the FTSE 100, and 65% of the ASX. Our passionate, smart, and creative group of more than 1,000 employees support customers around the globe.

Position Overview

Due to phenomenal growth, we are seeking a Customer Support Specialist to handle Tier I support and client relationships by answering Support calls from our clients, resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues, and you must be extremely proficient in articulating with both technical and non-technical staff and users. This position is a night-shift position.

The primary attribute we are looking for is excellent customer service with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.

Key Responsibilities

  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical and software issues involving internet connectivity, login problems and more
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to appropriate resource
  • Accurately process and record call transactions using a computer and designated CRM software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates

Required Experience/Skills:

  • Experience of phone-based Software Application/Technical Support or call centre experience supporting end users
  • Working knowledge of Windows OS
  • Proven problem solving skills and technical aptitude
  • Superb communication and customer handling skills
  • Ability to think on your feet in a highly demanding and fast-moving environment
  • Excellent communication skills

Diligent offers a strong compensation and comprehensive benefits package, including pension, Group Life Insurance and Disability protections, alongside Medical & Dental Insurance.