Basic Information

Ref Number

Req_00093015

Primary Location

Cork-Campus One

Country

Ireland

Description and Requirements

As an Implementation Service Desk (ISD) Specialist, you will manage inbound questions from high volume, newly signed users who have recently partnered with our client - Fintech company. ISD is an exciting team with the opportunity to make a real impact on the future of the Professional Services organisation. Your focus will be to understand each users’ unique integration, business use case and set of requirements such that you can provide considered and contextually relevant answers to assist the user in going live with our client’s system, as fast and efficiently as possible, within a 90 day timeframe. You will focus on identifying the root cause of newly signed user questions, present your answers in a clear and personalised manner, and proactively include value add suggestions where relevant. This will combine deep product expertise with a commitment to helping our client's newest users succeed across a range of industries.


Responsibilities:


Interact with users and internal employees via email, phone, and video conference calls.

●    Work with our client’s Sales team to transition accounts between “deal signed” and go-live target date.

●    Engage in an initial introductory kick-off call with the user to fully understand their business use case and required set-up with our client’s Products, and to build rapport, express case ownership and set expectations of the Implementation Service Desk support journey

●   Represent the client at the implementation stage of on-boarding, assisting new users with technical and operational questions.

●    Weekly and bi-weekly Integration assessments, analysing and evaluating users’ specific account setups and previous interactions to recommend solutions to their questions that would best fit their needs

●     Attend client/vendor meetings on a weekly basis.

  • Work with and support your ISD colleagues to debug and solve ad-hoc integration challenges

●     Meet and exceed personal targets in a fun, challenging and cohesive team environment

When appropriate, escalate issues to address complex user issues, while providing effective and contextual reasons for the escalation.



This role is a perfect fit for you if you have: 

●  Strong capacity to understand technical concepts; familiarity with APIs -  strongly preferred

●   Excellent problem solving skills with ability to work autonomously to creatively solve problems

  • The ability to effectively research and make use of public facing and internal resources to understand and contextually address users’ unique use case queries both on and off live user interactions.

●    Enjoy talking about technical concepts, and is comfortable with explaining how the technical side of clients’ systems works to a range of audience types.

●      Excellent listening and communication skills, written and verbal.

●  Highly empathetic and thoughtful, with ability to understand customers’ business challenges and tailor a solution adapted to their needs.

●      Previous customer facing experience is critical (eg. B2B, B2C, contact centre).

●      Fluent in both written and spoken English and German



Desirable:

●      Experience working with KPIs and targets

●      Proven record of accountability, owning tasks from start to finish

●      Highly motivated

●      You thrive on urgency and can work in a fast paced, customer facing environment

  •   High technical aptitude


Language Reference
German