1st Level Support Specialist

Responsibilities

This is a key role with the following responsibilities and tasks, but this list is not exhaustive.

• Management of Helpdesk tickets through the issue lifecycle from first response to resolution
• Initial triage of issues logged by customers
• Primary responsibility for dealing with customers’ functional queries
• Liaising directly with customers on issues as required
• Maintaining an up-to-date understanding of how all areas of the functionality
• Ability to implement ad hoc configuration changes requested by customers
• Assistance with the production of documentation
• Production of Helpdesk performance reporting, and provision of customer-specific support reporting
• Management of admin and configuration of Freshservice application
• In support of CSR’s attendance at monthly account meetings with customers to review/discuss support items
• Facilitating Customer calls to Triage issues as required.
• Maintenance of Key Contacts for the purpose of Support Communications
• Assistance with maintenance of technical documentation (Policies and Procedures)

Candidate experience

We have a strong company culture of openness and transparency. We aim for a fun working environment where our people enjoy their work and strive to do their very best for our clients and the business.

The ideal candidate for this role will be a strong self-starter with the following attributes:

• 3-5 years of experience operating within a multi-disciplined support team
• Familiar with project management concepts
• Working knowledge of SQL and/or SQL.DBA would be a distinct advantage
• A degree in an IT discipline is essential
• Excellent communication skills
• Professional phone manner
• Well-developed people skills, capable of building strong working relationships
• Attention to detail combined with an ability to see the bigger picture
• A positive outlook and constructive way of working with others
• Professional personality with a “getting things done” attitude

Benefits

• You will be rewarded with a competitive salary
• We offer flexible working, 401K Matching, and a contribution towards health insurance.
• We have progressive learning and development policies and support employees in this area.
• We encourage team events, run wellness initiatives, and are committed to our local community and local charities.
• Opportunities to travel (when possible) are available for those interested in seeing more of the world while also working to deliver for our clients.

How to Apply

Please send your CV and a few words about why this role interests you to careers@corasystems.com. If you have any questions about the role, please contact us at the email address above.

Note: Cora Systems is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans’ status, age, or any other characteristic protected by law.

At Cora, we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

Cora Systems do not require the assistance of third-party recruitment agencies at this time and will not accept unsolicited responses nor assignments without prior contractual arrangements.

Learn more about Cora

Our story, your potential

Founded in Ireland in 1999 Cora is now a worldwide leader in providing enterprise project and portfolio management (PPM) solutions to global organizations and government agencies. We partner with these enterprises to supercharge their journey from strategy to execution through our pivotal PPM solutions.

Our culture

Our culture is centred around our clients – and establishing a deep understanding of their business challenges to invent solutions to meet their needs. We love solving problems and have been nurturing a relentlessly curious, people-centric business since our inception. We’re passionate about designing enterprise portfolio solutions that are built to deliver exceptional results for our clients.

Our values

We put our customers front and centre. We take ownership and we take personal initiative to bring about positive results. We grow and develop ourselves and our colleagues. We have a positive and can-do attitude. We are ambitious with contagious energy and a collaborative spirit. We treat everybody with respect, always. We are curious, we step off the path, defy convention, and act, unlike others.

Our people, our passion

We have a dynamic and driven team that has a passion for client success. We have and continue to build a world-class team around the globe. If you feel that you have what it takes to be part of the Cora team, please send your CV and a few words about why this role interests you to careers@corasystems.com.