Customer Support Specialist (+German Speaking)

at  Diligent Corporation

ABOUT US

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.

POSITION OVERVIEW:

Due to phenomenal growth, we are seeking a Customer Support Specialists to join our team in Galway. The Customer Support Specialist will 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. We are looking for someone with exceptional written and verbal communication skills in English, and advanced to fluent level in German.
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.
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
• Identify and escalate priority issues per Client specification - Redirecting 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, researching solutions using available resources.

REQUIRED EXPERIENCE/SKILLS

• Experience of phone-based Software Application/Technical Support or call centre experience supporting end users
• Exceptional written and verbal communication skills in English are required, and advanced to fluent level in German.
• 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

• 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
• Identify and escalate priority issues per Client specification - Redirecting 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, researching solutions using available resources