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At IRI, we are client-obsessed. Our passion for redefining the art of the possible is completely centered on an exceptional client experience and the delivery of client outcomes. Our global technology portfolio is second to none, and our clients depend on us as an extension of their own teams. With any technology solution, sometimes our clients run into technical challenges that require immediate support to keep up with the lightning fast pace of business, and so we are now building a dedicated Client Technical Support team within our Business Technology function.
These positions will have the responsibility to offer support and technical assistance to customers who are using IRI software solutions and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.
The role will have these main objectives:
- Responding to queries via chat, email, or phone
- Providing technical assistance for questions and problems
- Resolving problems with IRI software solutions
- Diagnosing system errors and other issues
- Following up with customers to ensure proper communication until full resolution of issues
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
- Running reports to analyze common complaints and problems
- Collaborate with Global organization to ensure prompt resolution of Customer Issues
- Manage customer escalations; participate in management and technical escalations calls with Customers
- When required super-visioning and driving if necessary, both during business hours and some off-shift hours, including weekends specific changes or incidents management
- Training other staff members on troubleshooting and diagnosing problems
- Writing, editing, and revising training manuals for new and updated software
What our ideal candidates look like:
- Client facing and internal support experience preferably in a multinational organization
- Strong troubleshooting skills: ability to dig into application issues identifying quickly incidents causes to quickly restore service
- Good Customer Service Skills
- Ability to Communicate Effectively in English and local language to help customers fix their issues and feel satisfied with the experience
- Writing and Editing Skills to aid in writing and updating manuals
- Ability to recognize and prioritize critical tasks independently
- A wider experience in working in / troubleshooting multi-tier client facing applications
- Experience with a 24/7 support center system
- Have worked in EMEA context with intra-country support, international context, and global matrix
- ITIL experience is preferred
- Availability to work in different shifts / hours / weekend when required
Who are IRI?
We are a global village – a community centered on innovation, fueled by customer success and driven by the belief that together we are unstoppable! We are proud of who we are, our culture, community and the industry we define and re-shape every day, which is only made possible through our incredible people.
We don't just want people that "fit-in" with our business. We want people that will take what we already have, and add to it. We have a baseline set of values and principles that declare what we stand for, and who we stand among, and this is how we show up every day.
Integrity | Servant Leadership | Inclusive | Accountable | Disciplined | Entrepreneurial | Respect
If these sound like somewhere you want to work, click the button below and show us what you can do.
