Customer Support

Dublin, Ireland Full Time

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Brightflag is looking for an empathetic, passionate and motivated professional to join the Customer Success team. This role will be the first dedicated Customer Support role on the Customer Success team. The candidate should demonstrate ownership and strong communication skills. We would like the candidate to join our team as soon as possible.


Brightflag is a customer focused SAAS company. Our vision is to transform the corporate legal market by bringing full transparency to the industry. As a member of the Brightflag Customer Success team, we want you to work with us to achieve this vision through innovation and technology.


We have a number of global clients and this Customer Support role may cover the Australian working day (10pm - 6am Dublin time)


Professional Fundamentals

  • Demonstrates a “can do” attitude
  • Solution orientated
  • Works with a high degree of attention to detail and accountability
  • Has a passion for customer service

Responsibilities

  • Provide first level contact to Global customers and communicate resolutions to customer issues via phone, e- mail and web-chat
  • Support global customers via helpdesk ticketing system and understand when to escalate priority issues to senior team members
  • Grow your knowledge of Brightflag’s software and develop an understanding of our client’s expectations
  • Work with the Brightflag engineering staff members to resolve customer technical issues
  • Provide operations support including troubleshooting and service optimization
  • Clearly document all actions performed to resolve the service request in accordance with the Brightflag ticketing protocol
  • Assist with the extraction and upload of legal invoices

Qualifications

The applicant must demonstrate a proven ability to provide excellent customer service, manage and prioritize service requests and customer incidents with minimal supervision, excellent organizational skills, a teamwork approach and the ability to act independently to solve problems.

  • Strong troubleshooting and problem solving skills, resiliency in the face of continual change, and ability to handle high demands
  • Strong client-facing and communication skills


Brightflag is a fast growing company with a huge amount of opportunity. The team is made up of driven and passionate people and the chosen applicant will develop a wide range of skills in this role.

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