ABOUT YOU

• 1-2 years of experience in customer support, customer success, or a similar role, ideally within a SaaS or tech environment.
• You are experienced or have knowledge about customer success, SaaS support and training processes.
• Passionate about learning software and new technologies.
• Experienced with or the ability to learn various software and reporting tools – Microsoft technologies (Excel, Visio, etc.), Salesforce, SaaS tools, Jira, Netsuite.
• Strong team player but a self-starter that can operate independently and achieve successful outcomes.
• Analyzing skills to understand business operations and configuring software applications to effectively support these operations.
• You have excellent communication and customer service skills.
• You have the ability and eagerness to learn technical frameworks, systems, applications and concepts.
• Willingness to adopt and support innovative changes in response to changes in technology and in business practices.
• You possess strong organizational, troubleshooting, and analytical skills.
• You have the ability to consume, understand, and interpret large amounts of both technical and non-technical information to extract and communicate actionable information to others and to create user guides and documentation.
• You have the ability to navigate in uncertainty, to prioritize work and independently manage time so that multiple competing priorities are addressed in a timely manner.
• You are creative and initiative to improve and build new processes.
• Bachelor’s degree is Business or a related field preferred or equivalent experience

Topia is the leader in providing technology solutions to manage all forms of employee movement and work location flexibility effectively, at scale and with a firm focus on compliance. Our secure, cloud-based platform is used to support businesses before, during and after their people move or travel to wherever they need to be and helps companies ensure the right people are in the right place at the right time. We are looking for an Application Support Analyst to join our team in Dublin, Ireland.
As an Application Support Analyst, you’ll be the key point of contact for customer inquiries, delivering exceptional service and resolving issues efficiently. You’ll create impactful documentation, drive user adoption, and proactively support customer retention efforts. Your role will involve gathering feedback, improving processes, and collaborating with the Customer Success team to enhance the overall customer experience.

Responsibilities include:

• Serve as the first point of contact for customer inquiries and provide a world-class customer service experience.
• Manage and resolve support tickets effectively and in a timely manner, escalating when necessary to various internal team members.
• Create and maintain product documentation, including but not limited to videos, screen captures, user guides, and in-app support guides.
• Proactively find ways to improve user experience, user adoption and overall customer satisfaction.
• Assist in tracking customer health metrics and identifying potential risks to account retention.
• Help coordinate customer check-ins, business reviews, and follow-ups to address any concerns and ensure customer success.
• Ensure customers are aware of resources such as knowledge bases, webinars, or support channels.
• Gather and document customer feedback to help identify common issues and areas for improvement.
• Perform administrative tasks related to customer accounts, such as updating account information and processing requests.
• Support the Customer Success team with additional tasks and projects as needed.