Open Positions
Application Support Analyst
Full-time
€30,00.00 per Year
Native Fluency in English a Must
Location: Naas, Ireland
Technical Support Analyst
Full-time
€24,000.00 per Year
Native Fluency in English a Must
Location: Naas, Ireland.
Application Support Analyst
Role Overview
As a Monread CRM Application Consultant you are responsible for implementing and supporting key Zoho and GoldMine applications for our customers in Ireland and the UK. You share your specialised knowledge with the customer in a pre-sales and support role.
Your Role
- Functional requirements gathering.
- Assist in the design, build, test and deploy Zoho & GoldMine CRM solutions - including CRM, Marketing, Support & Analytics.
- Work closely with other team members & key business Stakeholders.
- Prepare functional specifications Reports, Interfaces, Forms and Workflows.
- Carry out solution testing and support User Acceptance Testing (UAT) and Business Simulation Testing (BST).
- Project Planning & Management.
- Support Customers to use Applications effectively.
- Responsible for key Customers and Projects
- Work closely with our Sales and Consultancy teams.
- Educate End-Users.
- Make discovery calls and do product demonstrations & presentations.
Your Toolkit
- A passion to work with technology.
- Team-player: Able to work closely with Customers and Project teams.
- Customer empathy and strong customer-facing skills via excellent communication.
- Comfortable with giving and receiving constructive feedback.
- Flexible and patient.
- We offer training but can't train you on everything. Self-initiative is a must.
- Keep yourself updated of new technology and develop deep expertise in key Zoho Applications and/or GoldMine.
- Learn multiple software products. The better you know the software, the better you can support our customers.
- Candidates who have completed Information Technology or Business Courses would be suitable.
- Some experience required with cloud Business Applications, preferably CRM.
- You need to be tech savvy, willing to learn, customer-oriented and cool-tempered!
Technical Support Analyst
Role Overview
We are seeking a Technical Support Analyst (L1) who will serve as a key representative of Monread CRM supporting Zoho and GoldMine to customers in Ireland and the UK. Help shape and define users' experiences with technical support and the Zoho and GoldMine applications customers are using.
We are looking for high self-motivation, a strong desire to improve technical proficiency, a passion to work with technology, the ability to analyse & solve problems, understand customer needs, and give long-term best practices advice.
Your Role
- Develop a deep expertise of key Zoho Applications (CRM, Campaigns, Support, Business Intelligence) and/or GoldMine.
- Work closely with our Sales and Consultancy teams.
- Keep yourself updated of new technologies and how they can impact our customers.
- Provide support to customers through various channels, including telephone, email, or other media, and respond to issues within defined SLAs.
- Solicit sufficient information to make an accurate diagnosis of the issue.
- Troubleshoot, solve and/or escalate issues.
- Own and be accountable for issues until resolution, including setting appropriate customer expectations, monitoring progress on referred problems, keeping customer apprised of progress, and collaborating with other teams as needed.
- Perform problem analysis and isolate problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management.
- Escalate issues if required, while remaining the primary support contact for customer.
- Actively participate in various meetings for things such as account actions, escalations, feature reviews, and demos.
Your Toolkit
- A passion to work with technology and an ability to break down requirements to propose solutions.
- Able to work closely with customers and project teams.
- Customer empathy and strong customer-facing skills via excellent communication.
- Understanding of programming language and database concepts preferable.
- Comfortable with giving and receiving constructive feedback.
- Flexible and patient.
- Candidates who have completed Information Technology or Business Courses would be suitable, but not required.
- No experience required
- You need to be tech savvy, willing to learn, customer-oriented and cool-tempered!
Our Toolkit
- The opportunity to wear many hats, gain versatile skills, and be part of a high-energy, high-impact team.
- The freedom to pave your career path and accelerate your growth in an organization that is flat and nimble.
- You will get to drive the adoption of new digital technologies that are transforming the ways business interact with their customers and improve their operations.
- Ability to develop and hone your foundational skills as you build your career in Support, Application Consulting, or Business Consulting
