447 Global Service Center jobs in Ireland
Call Center Advisor
Posted today
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Job Description
Contact Center Advisor
Join Our Team at Clúid Housing: Where Your Work Makes a Difference
Why Choose Clúid Housing:
At Clúid Housing, we believe that success is achieved through our dedicated and passionate team. Working with us, you'll enjoy:
- A Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative workspace.
- Good Remuneration: Receive a salary that aligns to your skills and impact.
- Flexible Working Arrangements: We support work-life balance with flexible working options.
- Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning opportunities.
- Strong Employee Benefits: Enjoy 25 days of holiday (+closed for 3 additional days over Christmas), + Good Friday and 1 annual Me day as well as access to an Employee Assistance Programme, and more, ensuring you feel valued and supported.
- An Inclusive Culture: Be part of an organisation that values diversity and Inclusion, recognised with a Silver Award from Investors for Diversity with a number of active employee resource groups.
About Us:
Clúid Housing is at the forefront of providing affordable, quality housing in Ireland, with a vision to create communities where everyone has a great place to live. We're looking for talented individuals passionate about making a tangible impact in people's lives and eager to contribute to social change.
Role Overview:
- Position: Contact Centre Advisor
- Reporting to: Contact Centre Team Leader
- Location: Sheriff Street Upper, Dublin 1 (Hybrid – after initial training period)
- Contract: Fixed term to December 2026
- Salary: €32,584 - €38,000 per annum pro rata
Contact Centre Advisor
As a Contact Centre Advisor you will support the housing and repairs teams by offering a high quality "one stop shop" housing, maintenance, rent and advice service to residents and other stakeholders. You will aim to resolve all resident queries at the first point of contact, proactively and reactively, using your ability to identify and interpret requests accurately.
Key Responsibilities:
Resident Experience
Service Delivery
Complaints and Resident Voice
Business Support
Collaborative Working
Resident Experience
- Provide a first-class resident experience, responding to a variety of inbound and outbound inquiries through all applicable channels, seeking to resolve at the first point of contact wherever possible.
- Act as an advocate for residents, taking ownership and remaining accountable for queries until they are resolved, and ensuing residents are kept informed of progress.
Where a query or service request cannot be resolved by the Housing Advice Center, ensure a timely and accurate hand-off to the appropriate person/department.
Service Delivery
- Resolve rent or service charge queries at the first point of contact wherever possible, providing advice and information to residents.
- Take payments and make agreements with residents to repay debt where applicable; and in line with parameters set by the Resident Accounts Team.
- Provide information to prospective residents about current Clúid vacancies and how to apply for a Clúid home, including where applicable advice regarding transfers and mutual exchanges.
- Provide advice and assistance on a range of estate management issues including anti-social behaviour, resolving within the Housing Advice Center wherever possible and recording case in the Housing Management System and assigning to the relevant Resident Housing Officer where not.
- Triage repair requests with residents, raising orders and scheduling suitable appointments wherever possible.
- Ensure accurate record keeping within the Housing Management System and any other IT systems at all times.
Complaints and Resident Voice
- Actively seek out and recognise the Resident Voice as an authority on our services.
- Work with customers, management and the Complaints Manager to effectively resolve complaints relating to all service areas in line with Clúid's complaints policy.
Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.
Business Support
- Manage the registration and termination of tenancies through the RTB Portal, escalating issues as required to the RTB Administrator.
Undertaken any other duties as required that are consistent with your role.
Collaborative Working
- Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
- Contribute to local and national improvement initiatives and contribute to the formulation and review of Housing Advice Center policies, procedures, and processes.
Experience / qualifications:
- 1 to 2 years previous experience working in customer service
- Previous experience working in a contact center
- Complaint handling experience
- Attaining KPI's consistently
- Excellent communication skills –verbal and written, report writing, presentation
- Ability to demonstrate empathetic listening skills
- Excellent organisational and time management skills with the ability to multitask
- Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems
Join Us: At Clúid Housing, you're more than just an employee; you're part of a mission to create lasting social change. If you're ready to contribute to our vision of thriving communities, apply today, and let's make a difference together.
cluidijCall Center Associate
Posted today
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Req ID:
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Call Center Associate to join our team in Dublin, Dublin (IE-D), Ireland (IE).
- Front line support for Opera PMS (Cloud & On-Prem) and other Wyndham approved PMS incidents & tickets.
- Manage customer reported, automated and human generated alerts relating to service status as first responder, acknowledge them, take corrective action following standard operating procedures
- Understanding of the following monitoring concepts: Infrastructure, systems, application health, system availability, latency, performance, and end-to-end monitoring.
- Exchange online (Mailbox creation, management, migration, mail-flow etc.)
- Basic knowledge in Networking (TCP/IP, DNS)
- Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use and email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,
NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here. If you'd like more information on your EEO rights under the law, please click here. For Pay Transparency information, please click here.
Call Center Associate
Posted today
Job Viewed
Job Description
Req ID:
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Call Center Associate to join our team in Dublin, Dublin (IE-D), Ireland (IE).
- Front line support for Opera PMS (Cloud & On-Prem) and other Wyndham approved PMS incidents & tickets.
- Manage customer reported, automated and human generated alerts relating to service status as first responder, acknowledge them, take corrective action following standard operating procedures
- Understanding of the following monitoring concepts: Infrastructure, systems, application health, system availability, latency, performance, and end-to-end monitoring.
- Exchange online (Mailbox creation, management, migration, mail-flow etc.)
- Basic knowledge in Networking (TCP/IP, DNS)
- Should be versatile in problem solving and resolve complex issues ranging from OS and application faults to creatively improving solution design
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use and email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .
NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at .
This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .
Executive - Call Center
Posted today
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Job Description
Jainam Broking Limited
- 4 hours ago
Location
Gift City
Department
Call Center - JBL
Employment Type
Full-time
Applications Received
0
Closes On
10 Nov, 2025
Key Responsibilities
- Lead Management & Conversion:
- Engage with prospective clients from online leads via outbound calling.
- Understand client needs and guide them through account opening processes (trading and demat).
- Ensure proper documentation and compliance while onboarding new clients.
- Client Relationship Management:
- Build long-term trust with clients by offering continuous support, timely updates, and personalized investment suggestions.
- Address client queries related to trading platforms, investments, and transactions.
- Investment Product Knowledge:
- Demonstrate deep understanding of equity, mutual funds, and other investment instruments.
- Explain risk profiles, product features, and benefits to clients in simple, understandable terms.
- Client Servicing & Compliance:
- Ensure daily call targets and a minimum of 3 hours of talk time.
- Comply with all internal company policies and SEBI regulations.
- Maintain accurate records of client conversations and feedback using CRM systems.
- Upselling & Cross-Selling (Target Driven):
- Identify opportunities to offer additional products like SIPs, insurance, or portfolio management services.
- Achieve monthly sales and conversion targets as defined by the organization.
- Reporting & Feedback:
- Provide daily reports on leads status, client follow-ups, and conversion ratio.
- Share market feedback to help enhance product offerings and services.
Key Skills Required
- Excellent communication and convincing skills (both verbal and written).
- Strong understanding of the stock market, trading tools, and client servicing.
- Ability to manage sales pressure and target-based performance.
- Good knowledge of trading apps, brokerage platforms, and KYC procedures.
- Basic proficiency in MS Excel, CRM, and reporting tools.
Global Data Center Security Systems Service Manager
Posted 8 days ago
Job Viewed
Job Description
The Global Physical Security (GPS) System Team manages physical security technology across the corporation. Oracle is seeking a highly experienced and multi-talented member of the physical security systems leadership team.
The role is to implement, develop, and manage the Global Data Center security systems service desk function, providing repair and maintenance services to the entire Global Data Center portfolio. Responsible for standing up the service desk, building a team of embedded contractors and development of SOP's and SLA's to deliver a stellar service desk to support data center security systems deployments 24 x 7.
Leading contributor individually and as a team member, providing direction and mentoring to others. The work is non-routine and often very complex, involving the application of advanced technical and business skills in this area of specialization.
**Responsibilities**
ESSENTIAL FUNCTIONS:
Provides management and oversight ensuring that Oracle's Security Systems are maintained and supported consistently across the globe. These initiatives include, but are not limited to:
+ Develops and manages the Global Data Center Security Service function and team, including the sourcing of appropriate contracted staff.
+ Provides mentoring, development, and guidance to staff, enhancing skills with developmental training programs.
+ Responsible for the global delivery of service and maintenance to Oracle Data Centers utilizing 3 (three) regional service desks.
+ Develops global service processes and procedures; continually enhancing the services provided.
+ Closely controls all elements of service from ticket creation through to resolution, completing regular meetings with service providers and key stakeholders.
+ Participates in the annual VAR business review processes.
+ Closely liaises with the Data Center Systems, Operational and GSOC Teams.
+ Provides monthly service ticket statistical data and analysis thereof.
+ Meets customer service financial objectives by forecasting requirements; preparing annual service budgets; scheduling expenditures; analyzing variances; initiating corrective actions; processing vendor invoicing and payments.
+ Manages spares inventory and replenishment programs.
+ Oversees ongoing alarm reduction and system health check programs.
+ Completes periodical Data Center site reviews and serviceability spot checks.
+ Performs additional functions as directed by the Director of Global Data Center Security Systems as necessary to achieve assigned business objectives.
REQUIREMENTS:
+ Ability to communicate and articulate with a high level of proficiency in both the written and verbal format at all levels, up to and including Corporate Executive leadership, being 100% fluent in English is an absolute requirement.
+ Proven track record in Global Service Desk and Supplier Management, experience in standing up a Service Desk from a blank canvas would be highly attractive.
+ A minimum of 5 years' Security Service Desk Management is essential.
+ Must be self-motivated, but equally comfortable working within a team or alone and requiring minimal supervision.
+ Outstanding interpersonal and customer service skills.
+ Detailed knowledge of Lenel OnGuard and Milestone CCTV is essential. Exposure to additional Physical Access Control, CCTV, Key Management, and Intruder Alarm Systems being extremely desirable.
+ At least 10 years' experience in the Security industry, specifically having gained experience as an installation / repair engineer in the field.
+ Detailed knowledge of ABLOY and other industry standard locking solutions is absolutely required.
+ Experienced in the support of Microsoft Desktop and Server Operating Systems.
+ Working knowledge of IT networks - LAN/WAN, Intranet/Internet, Firewalls.
+ Highly proficient with all basic Microsoft computer software programs and communication techniques.
SCOPE OF RESPONSIBILITY, IMPACT OF DECISIONS AND DEGREE OF SUPERVISION:
+ The Global Data Center Security Systems Service Managers' scope of responsibility will be of a Global nature.
+ The qualified candidate will report directly to the Director, Global Data Center Security Systems who is based in the UK.
+ Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
+ This is an Individual Contributor (IC) role requiring minimal direct supervision, management of a global embedded team, carrying a high degree of responsibility and operational impact upon the business function.
+ There is an expectancy of up to 20% global travel.
EDUCATION AND/OR EXPERIENCE:
+ BS/BA Degree desirable but not mandatory.
+ Lenel OnGuard / Milestone CCTV certifications are highly desirable.
+ Physically located in UK or IE, EMEA.
+ Ability to show experience in above required essential functions is mandatory.
+ Additional industry certifications are highly desirable, but not absolutely required.
Career Level - IC4
**About Us**
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling in the United States.
Oracle is an 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 and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Staff Consultant - Payments Production Support, Global PayPlus Support
Posted 19 days ago
Job Viewed
Job Description
This opportunity is with Oracle Financial Services Software, a separate company and majority-owned subsidiary of Oracle Corporation.
**Staff Consultant - Payments Production Support (Global PayPlus Support)**
**Why This Role Matters**
Every day, millions of payments flow across Europe - from salaries to SEPA transfers to direct debits. Behind the scenes, our team ensures these transactions are safe, seamless, and always available. As a **Staff Consultant in Production Support** , you'll join a 24/7 team that supports **over 350 million payments per year** for the Bank of Ireland.
This is more than just a job - it's your chance to build a career in the **payments domain** , one of the most stable and in-demand areas of global finance technology.
**What We're Looking For**
**Must-Haves**
+ Bachelor's or Master's degree in Computer Science, Banking, Commerce, or related field.
+ **1+ year of technical experience** (or graduate internship/entry-level role).
+ Basic knowledge of **Java, SQL, and Linux** .
+ Strong communication skills in English.
+ Flexibility to work onsite in **Cabinteely, Dublin** (1-5 days/week depending on client requirements).
**Nice-to-Haves**
+ Exposure to the **banking/payments domain** (SEPA, direct debits, credit transfers).
+ Familiarity with **Global PayPlus (GPP)** solutions.
+ Awareness of ITIL processes and change management.
**Experience**
+ 1 to 3 years total experience in primary skills.
+ Experience in providing Production Support.
**Educational and Other Qualifications**
+ Should be an Irish/ EEA national
+ Should hold a Bachelors/Masters Degree in Computer Science / Accounting / Banking / Commerce / Management.
+ Fluency in English is a must.
**Work Environment**
+ Should be willing to work anywhere in Europe.
**Why Join Us?**
+ **Stable domain** : Payments never go out of date - it's one of the most reliable and in-demand areas in finance tech.
+ **Career growth** : Perfect or someone who wants to learn on the job, ask questions, and be mentored by senior team members.
+ **Valuable experience** : After 2-3 years, you'll have highly marketable skills.
+ **Client exposure** : From day one, you'll work directly with the Bank of Ireland in a **real-world production environment** .
Career Level - IC1
**#LI-VS2**
**Responsibilities**
1. Work on a mission critical 24x7x365 production support environment providing support
2. Work on trouble shooting issues, finding root cause and resolving incidents
3. Work on the underlying issues causing the incidents & contribute to problem resolution
4. Contribute to a controlled change management processes
5. Use ITIL standards based processes to achieve deliverables that meet quality expectations of oracle/client.
6. Coordinate with offshore team for various incidents, problems and changes.
7. Adhere to defined Change Control Process of oracle/customer. Comply with oracle/customer audit/compliance requirements.
8. Perform proper handover/knowledge transfer at end of each assignment. Timely status reporting to supervisor.
9. Timely submission of timesheets for oracle/customers.
Career Level - IC1
**About Us**
As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.
We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling in the United States.
Oracle is an 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 and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
Head of Global Customer Support
Posted today
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Job Description
The mission of ArisGlobal is to empower life science organizations to deliver breakthroughs faster, more accurately, and with greater precision. ArisGlobal's software, services, and technologies are essential to the delivery of life-saving medications. As an industry leader, ArisGlobal offers software as a service for Regulatory Affairs, Drug Safety, and Medical Affairs. Our products are utilized by 40 out of 50 major biopharmaceutical companies. Among our clients are four out of five of the world's most advanced global pharmaceutical companies and nine government-health authorities, including the FDA, Health Canada, and the National Medical Products Administration.
ArisGlobal boasts a worldwide presence with offices located in Boston, Croatia, Slovenia, Tokyo, Shanghai, and India, At ArisGlobal, we are distinguished by the high caliber of our team and by our passion for creativity and innovation. We pride ourselves on our welcoming and supportive corporate culture, which is inclusive of all Team Members. Our challenging projects are complemented by flexible work locations and competitive salaries.
Position SummaryWe are seeking a dynamic and strategic Global Support Function Leader to oversee our worldwide customer support operations. In this role, you will be responsible for building and scaling a world-class support organization that delivers exceptional experiences to our customers across multiple regions, time zones, and languages.
You will lead the strategy, people, processes, and technology that ensure customers receive fast, empathetic, and effective support while continuously improving efficiency and customer satisfaction. This position requires a strong balance of leadership, operational excellence, and customer-first thinking, with a deep understanding of SaaS business models.
ResponsibilitiesLeadership & Strategy
- Define and execute the global support strategy aligned with business objectives.
- Build, inspire, and develop a high-performing support leadership team across regions.
- Foster a culture of accountability, collaboration, and customer-centricity.
Operational Excellence & Process Improvement
- Drive consistency and scalability in processes, systems, and workflows across all support teams.
- Lead continuous process improvement initiatives that leverage technology, automation, and AI to increase efficiency and effectiveness.
- Establish and monitor KPIs (e.g., CSAT, NPS, response/resolution times, cost-to-serve) to drive measurable outcomes.
- Implement global coverage models to ensure 24/7/365 support availability.
Customer Experience
- Champion the voice of the customer across the organization.
- Partner with Product, Engineering and Managed Services teams to close the loop on customer feedback and influence product roadmaps.
- Ensure the support function evolves from reactive troubleshooting to proactive, value-adding engagement.
Technology & Innovation
- Identify, evaluate, and deploy modern support technologies, including AI-driven solutions, knowledge management platforms, and self-service tools (chatbots, communities, and knowledge bases).
- Work closely with Product Engineering to integrate tools and insights that enhance customer experience.
Talent & Knowledge Development
- Build and scale global talent pipelines to support a growing customer base.
- Develop training and enablement programs that increase technical depth, domain expertise, and problem-solving capabilities within the support team.
- Establish a culture of knowledge sharing to ensure best practices and expertise are leveraged globally.
Global Collaboration
- Align regional teams to global strategy while respecting local needs and nuances.
- Ensure smooth communication and execution across time zones, languages, and cultures.
Leadership Qualities
- Visionary Thinking – Ability to set a bold, future-oriented direction for global support while aligning with overall company strategy.
- Results Orientation – Relentless focus on measurable outcomes, operational efficiency, and customer impact.
- Change Leadership – Proven success in leading large-scale transformation initiatives, introducing new processes, and embedding technology/AI in operations.
- Customer-First Mindset – Deep empathy for customer needs, combined with a drive to deliver world-class experiences.
- Collaborative Influence – Skilled at building strong partnerships across Product, Engineering, and other functions.
- Global & Cultural Agility – Ability to lead diverse teams across regions and adapt to local contexts while keeping a global perspective.
- Talent Builder – Passion for developing leaders and nurturing high-performing teams.
- 10+ years of progressive experience in customer support or related functions, with at least 5 years in a leadership role in a global SaaS organization.
- Proven track record of scaling global support operations in a high-growth environment.
- Strong understanding of SaaS metrics, subscription business models, and customer lifecycle management.
- Demonstrated success in leading distributed teams across multiple regions.
- Strong experience in process improvement, automation, and AI-driven solutions.
- Excellent communication and influencing skills, with the ability to work cross-functionally.
- Experience working closely with Product and Engineering to align support strategy with product development.
- Data-driven mindset with the ability to translate insights into action.
ArisGlobal is headquartered in Boston, Massachusetts with offices located in more than 9 countries around the world. Please check out our website/LinkedIn to find out more information about the organization and other available positions.
- ArisGlobal is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.
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Global Product Technical Support Lead
Posted today
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Job Description
Global Product Technical Support Lead
Dublin, Ireland (Hybrid/ Homebased)
Travel: Around 20% travel per year
Position Summary:
We are looking for an accomplished and enthusiastic Global Product Technical Support Lead to seamlessly bridge our software engineering division and our worldwide Technical Support organization. In this pivotal role as a GTL, you will play a critical part in ensuring that our Technical Support teams are well-equipped and fully prepared to handle new product features and offerings both prior to and following their General Availability launch. Multiple GTLs will each specialise in dedicated Products and Brands, allowing for deep expertise and focused leadership across our diverse portfolio.
This position collaborates extensively with Product Management and Development teams, working together to evaluate and prioritise defect resolution efforts by carefully balancing the impact on users with broader business objectives. Additionally, you will champion the transfer of essential knowledge about upcoming features and releases, ensuring that information flows smoothly and effectively within the Bentley ecosystem. Your proactive engagement will be vital in fostering collaboration, enhancing support readiness, and ultimately contributing to the success and satisfaction of our global user community.
The GTL will be supporting ProjectWise. ProjectWise is Bentley Systems' secure, collaborative platform for managing infrastructure project data across the full project lifecycle. It integrates with Microsoft 365 and other tools to enable real-time collaboration, version control, and automated workflows for distributed teams. As a core part of Bentley Infrastructure Cloud, ProjectWise connects design, construction, and asset operations within a unified digital environment.
Responsibilities:
Work closely with Product Teams (Product Manager, QA) to gain insights/understanding into product development roadmap focusing on feature and functionality review at the beginning of the Product lifecycle.
Work with Development to prioritize Bug fixes for future product releases - based on Bug criticality and User impact.
Review the supportability & usability requirements for future product releases, including working with GTS Operations to aid in determining the headcount needed to support each new product & release.
Support Beta customers, if & when needed.
Drive knowledge creation to empower self-service and case deflection (KBs, communities) in collaboration with the technical writers/product team prior to GA.
Awareness of post-GA bugs and prioritization of critical Bug fixes throughout the product lifecycle.
Identify top trends and issues post GA and feed back to Development and GTS leadership.
Drive the creation of GTS specific training for each new product or release prior to General Availability and handover to support.
Work with Product engineering on developing deployment best practice guides – known gotchas etc.
Collaborate with other GTLs to develop consistent methodologies and best practices for the wider GTL/Bridges program.
Additional responsibilities:
Continue to assist your team with complex technical cases
Look at the open defects and Bugs across your team.
When needed, own and drive difficult Cases to closure.
Work with the GTS Leadership team to refine and develop Technical Support processes to improve the Customer experience.
Monitor the technical health/competence of their GTS team & suggest areas for additional training and development.
Qualifications:
6+ years experience in Technical Support with a strong track record of mentoring, escalation management and prioritisation – a 'go to' within the support sphere
Understanding of Product Management and the software development lifecycle including agile/ scrum
Experience of managing and solving competing priorities with urgency, working with technical stakeholders, including Senior Leadership with a bias to action to come to a resolution
An understanding of Bentley users' environments, expectations, and the business impact of technical solutions would be a distinct advantage
Strong user-focused mindset with critical thinking and effective problem-solving skills.
Excellent communication, emotional intelligence, and ability to clearly present complex information and drive action with stakeholders at all levels.
Proactive, collaborative approach with a positive attitude towards overcoming challenges and working cross-functionally.
What We Offer:
A great Team and culture – please see our colleague video.
An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction - watch this short documentary about how we got our start.
An attractive salary and benefits package.
A commitment to inclusion, belonging and colleague wellbeing through global initiatives and resource groups.
A company committed to making a real difference by advancing the world's infrastructure for better quality of life, where your contributions help build a more sustainable, connected, and resilient world. Discover our latest user success stories for an insight into our global impact.
LI-Remote
LI-Hybrid
Global Contact Delivery Support Analyst
Posted today
Job Viewed
Job Description
Imagine what you could do here. At Apple, new ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish The AppleCare Contact Delivery Support team serves as the central hub for AppleCare. Keeping AppleCare's worldwide contact centers running smoothly is at the forefront of what we do. Our primary objective is to facilitate seamless and efficient connectivity for customers seeking assistance. We are actively seeking a proactive and analytical problem-solver to join our team as a CDS Analyst.
Description
In this role, you will be a guardian of the customer experience, acting as a monitor, an expert troubleshooter, and a key operational partner. You will dive deep into data to identify system-level issues impacting our contact delivery, lead incident response efforts to drive rapid resolution, and collaborate across the organization to build a more resilient support ecosystem. This is a role for someone who thrives on making a tangible, immediate impact in a dynamic, global environment. This position requires schedule flexibility to support our worldwide operations, including participation in a rotating on-call schedule for after-hours and weekend support.
Responsibilities
- Monitoring & Incident Management: Proactively monitor live dashboards and alerting systems to detect and investigate anomalies in contact volumes, service levels, and agent availability.
- Lead Triage & Resolution: Act as a central point of contact during critical incidents. Lead cross-functional triage calls with AppleCare leadership, IT, Engineering, and vendor partners to diagnose root causes and drive immediate solutions.
- Deep-Dive Analysis: Perform root cause analysis on complex technical and operational issues. Analyze historical data using SQL, Tableau, and other tools to identify trends, uncover hidden problems, and prevent future occurrences.
- Operational Reporting & Communication: Develop and maintain dashboards and reports that provide clear insights into contact center health. Lead daily operational checkpoint calls with global leadership to report on performance, discuss ongoing issues, and align on priorities.
- Cross-Functional Collaboration: Build strong partnerships with IS&T, WFM, Readiness, and Product teams. Translate business needs into technical context and ensure our operational perspective is represented in future tool and process roadmaps.
Process Improvement: Identify opportunities to enhance our monitoring, alerting, and incident response processes. Contribute to strategies that improve contact routing efficiency and overall system stability.
Minimum Qualifications
- 3+ years of experience in a relevant role such as Support Operations, Technical Support, NOC Analyst, or Systems Analyst.
- Strong understanding of core contact center metrics (e.g., Service Level, AHT, Occupancy) and the operational levers that influence them.
- Demonstrated experience with data visualization tools (Tableau, GBI, etc)
- Proven ability to work in a fast-paced, ambiguous environment, taking ownership of issues and driving them to resolution with minimal supervision.
- Experience in an incident management or technical troubleshooting capacity.
- Excellent communication and presentation skills, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
- Exceptional attention to detail and the ability to manage multiple competing priorities effectively.
Preferred Qualifications
- Experience with contact center telephony and routing platforms (Genesys, Amazon Connect, etc.).
- Experience in data analysis and querying. Proficiency in SQL
- Familiarity with programming or scripting languages for data analysis (Python, R).
- Experience working in a large-scale, global enterprise environment.
Bachelor's degree in a technical or analytical field, or equivalent experience.
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Global Mobility Tax Support Administrator
Posted today
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Job Description
Overview:
Due to continued expansion across Europe, Sisk is seeking a Global Mobility Tax Support Administrator to join our Dublin Head Office. Reporting to the Global Mobility Tax Manager, this role provides essential administrative support across all aspects of international mobility and employment tax. The successful candidate will assist in ensuring compliance in multiple jurisdictions and play a key role in supporting the mobility of our international workforce.
Responsibilities:
- Provide administrative support to the Global Mobility Tax Manager across all aspects of international mobility, including immigration and tax
- Assist with the preparation of work permit applications in Ireland and across Europe
- Track employee work permit applications and provide regular updates on status, visas and registrations with relevant authorities
- Monitor work and residency permissions for assignees and initiate timely renewals ahead of expiry
- Assist in drafting international assignment contracts across multiple jurisdictions
- Maintain accurate records of employee movements through the employee mobility tracker
- Work closely with the wider Global Mobility, Tax and Finance teams to ensure efficient delivery of services
- Ensure all activities are carried out in line with GDPR and other data protection requirements
- Provide administrative support as required to ensure compliance with international mobility and employment tax obligations
Experience:
- Previous office administration experience is essential
- Experience supporting immigration or global mobility activities is desirable but not essential
- Hands-on experience working within a busy team environment
- Proven ability to manage sensitive information with confidentiality and discretion
- Strong organisational skills with attention to detail and the ability to prioritise workload
- Customer-focused approach with the ability to manage competing priorities across business units
- Experience working in a fast-paced, multi-site environment is advantageous
Qualifications:
- Strong written and verbal communication skills, with experience drafting emails, letters and business correspondence
- Strong working knowledge of Microsoft Office including Word, Excel, PowerPoint and databases
- Background in administration with exposure to tax, HR, mobility or compliance is desirable
- Training in GDPR and data protection handling would be an advantage
Additional Information:
At Sisk we are committed to building an inclusive workplace where every individual can contribute and thrive. We offer competitive salary and benefits, structured career development, hybrid working arrangements and a culture that values wellbeing, collaboration and respect.
We are an equal opportunities employer. All applicants will be considered without regard to age, disability, gender, gender identity, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sexual orientation or socio-economic background. Our recruitment practices are fully aligned with the EU Pay Transparency Directive, UK equality legislation, US EEOC requirements and international best practice.