Customer Service Analyst

Job description

We are seeking an experienced, customer-focused Customer Support Analyst to join our onsite team in Dublin. As a first point of contact for corporate customers using our Software-as-a-Service (SaaS) solutions, you will manage incoming emails, redirected queries, and support tickets from initial triage through to resolution or escalation. The role requires strong written communication, effective case management, sound judgement, and the ability to deliver accurate and timely support in line with agreed service-level agreements (SLAs), internal procedures, and quality standards. The ideal candidate has previous customer-support experience within a SaaS or technology-led organisation and understands the importance of responsive, consistent service throughout the customer lifecycle. You will be professional, articulate, detail-oriented, and comfortable managing competing priorities in a fast-paced support environment. You should be able to explain product or technical information clearly to non-technical users, build trusted relationships with customers and internal stakeholders, locate information quickly, and take ownership of queries through to a satisfactory outcome. Hands-on experience using Jira to log, categorise, prioritise, track, and update customer cases is essential. Key Responsibilities Customer Query and Case Management • Manage incoming customer emails, redirected queries, and support tickets, acknowledging and responding within agreed SLAs. • Log, categorise, prioritise, and maintain accurate case records in Jira, ensuring customers and stakeholders receive timely updates. • Provide accurate, clear, and consistent information to customers and service users across supported communication channels. • Take ownership of queries from initial contact through to resolution, handover, or appropriate escalation. • Monitor assigned cases and queue activity, proactively addressing ageing or at-risk tickets. Customer Experience and Collaboration • Build strong customer relationships through professional, open, and responsive communication. • Develop in-depth knowledge of the SaaS platform, internal knowledge sources, and support processes to locate information quickly and provide effective guidance. • Follow internal communication procedures, escalation paths, security requirements, and quality standards. • Take initiative to create positive, engaging customer experiences and identify proactive solutions for customers and colleagues. • Collaborate closely with Customer Support colleagues and cross-functional teams, including Service Delivery, Product, and Engineering, to resolve customer issues. • Identify recurring queries, service trends, and knowledge gaps, contributing to knowledge articles, troubleshooting guidance, and process improvements. • Contribute to team and departmental targets, including SLA performance, response quality, customer satisfaction, and case-resolution outcomes. Essential Requirements • Proven customer-service or customer-support experience in a SaaS, software, technology, or similarly service-led environment. • Experience managing customer queries or support cases against defined SLAs and performance targets. • Practical experience using Jira for ticket logging, triage, prioritisation, updates, tracking, and escalation. • Strong written and verbal communication skills, with the ability to provide clear and accurate information to technical and non-technical audiences. • High attention to detail and a consistent approach to recording customer interactions and case activity. • Ability to adapt quickly, prioritise competing demands, and manage time effectively in a fast-paced environment. • Strong customer-focus, problem-solving ability, and commitment to delivering a positive service experience. • Strong collaboration and stakeholder-management skills, with the confidence to engage across teams and functions. • Ability to learn new SaaS products, processes, and technologies quickly and apply that knowledge effectively. Technical Knowledge • Knowledge of Cloud - Azure and AWS • Java, JavaScript, HTML, CSS • Understanding of reading log files • JIRA, Atlassian tools, Text Editors From wellbeing to career growth, our benefits are designed with you in mind—find out more on our Careers Page All offers of employment are subject to satisfactory background checks.