Technical Support Specialist

Dublin, Ireland
Full Time

Job Description:
We are currently looking for an enthusiastic and experienced Technical Support Engineer to support our US & European customers on our web and mobile solutions. The primary duty is to field complex support interactions that require system analysis and problem solving techniques. This role is critical in troubleshooting issues for our customers and requires you to become an expert in our available platforms.

The ideal candidate will be required to do the following:
Responsible for correctly entering, tracking and managing of incoming support tickets via our supporting tools
Answer queries via our communication channels for our customers and partners
Be aware of our current solutions and upcoming releases as they become available
Familiarity of the SynergySuite platforms and verticals that we offer and upsell where possible
Actively perform SQL queries to access customer information and update where needed
Perform other duties as required or deemed appropriate to the support team
Work in partnership with our international offices to help support the teams and our customers
Adhere to our on boarding, training and support standards and procedures

Essential Knowledge, Skills & Abilities:
Experience working within the hospitality trade using stock, HR or HACCP systems
Experience working in a technical role performing installations, configuration and supporting a hospitality management solution such as an ePOS solution or an ebusiness solution -OR- Degree in a technical, hospitality or business field
Knowledge of food and beverage management procedures
Experience in Microsoft suite of products, particularly Excel and Word
High level of fluency with English language

Preferred Qualifications:

Previous experience with alternative restaurant management systems
Previous experience with MySQL, Jira, FreshDesk and LogMeIn
Previous experience working with an automated support management and tracking tool in a support center environment
Previous experience in supporting hospitality software products

Professional Skills Required:
Analytical problem solving skills
Superior communication skills, written and verbal
Strong interpersonal skills with the ability to earn respect from customers, colleagues and others
Ability and credibility to work effectively with both our internal and external customers at all levels of the organization
Proven ability to work unsupervised or as a team member of both the local office team and wider company teams
Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the box’
A self-starter with initiative, drive and strong desire to succeed
Ability to work in a logical, methodical manner
Ability to work under stress and meet deadlines
Flexibility with people and time

About SynergySuite:
SynergySuite is an international provider of online software solutions to the hospitality and quick service markets. We provide clients with an integrated software suite which manages all aspects of their business including: Sales Reporting & Business Intelligence, Cash Management, Fraud Detection, Human Resource Management, Inventory Control, Procurement and more.