Level 1 Technical Support Agent Job at Solas IT Recruitment (Dublin 2)

Technical Support Representative - French Speaking

Our Customer Support Team is here to help customers by delivering first-class su...

Location

Portugal , Lisbon

Salary:

Not provided

Dashlane

Expiration Date

Until further notice

Requirements

At least two years of experience in a Level 2 (L2) Technical Support role, with a strong focus on supporting business-to-business (B2B) customers, preferably within a SaaS or technology company
Excellent spoken and written English, as this will be the primary language for team collaboration and for handling the majority of support requests
Professional fluency in spoken and written French is mandatory to provide technical support for specific cases involving our French-speaking customers
Experience handling different support channels such as phone, email, chat, and screen shares with customers to solve complex business/technical issues
You're quality-driven with a passion for creating extraordinary customer experiences while being able to help your team achieve efficiency and productivity objectives
You're experienced in managing support tickets throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand-off to the product/development team, and resolution
Experience working and interacting with technical teams like developers/engineers and QA
Experience working with customer support platforms such as Zendesk, Salesforce, etc
Experience working with a Sales and/or Customer Success team
Experience in troubleshooting technical issues that can arise on web applications, mobile applications, local software, and web extensions

Job Responsibility

Respond to customer questions rapidly and clearly - this entails inquiries related to Dashlane's product, customer accounts, billing, and how to make the most of Dashlane
When required, provide dedicated technical support to French-speaking customers via inbound/outbound calls, handling escalations, and assisting Customer Success Managers
Take ownership of solving a wide range of customer problems through email, calls, and other channels as needed by providing effective probing and troubleshooting
Comply with and suggest improvements for ticket categorization and issue identification guidelines
Test and reproduce issues to troubleshoot and help Dashlane’s Product and Engineering teams identify and fix bugs
Handle escalation of complex or sensitive cases that cannot be resolved by our level 1 team, and help identify coaching/training opportunities from working on escalated cases
Provide support to our Level 1 agents through designated channels, such as Team Support, for topics requiring more in-depth knowledge of our product and procedures
Primarily focused on B2B customers, you will provide direct support through specific queues, with shorter SLA, like the White Glove queue
Handle inquiries and issues through screen share sessions scheduled by B2B admins in real-time or through our callback system
Assist with training and development of Level 1 agents on product knowledge, internal processes, tools, quality and best practices

What we offer

Flex Benefits - allocate a monthly amount to a pool of benefits
Health insurance covered by Dashlane
5 extra vacation days each year, plus your birthday off
Company wide well-being days (one per quarter)
Equal Parental leave - up to 20 weeks fully paid leave, within the first year of birth or adoption
Donation matching program - Dashlane will match your donations to organizations driving positive impact in historically marginalized communities
Access mental health services through Spring Health, available for you and your family members
Team building & social events - weekly lunch in the office and monthly happy hour

Fulltime

Head of Customer Operations

We’re looking for a Head of Customer Operations to lead and scale our multi-tier...

Location

Spain , Barcelona

Salary:

Not provided

Spendesk

Expiration Date

Until further notice

Requirements

7+ years of experience in customer support or customer operations roles
3+ years in a senior management position
Experience leading both outsourced and internal Customer Care and Technical Support teams, including direct management of Team Leads
Proven ability to mentor and develop leaders, creating career paths and enabling high performance at every level
Strong track record of designing and implementing scalable, metrics-driven support processes
Experience in SaaS, fintech, or financial services preferred
Familiarity with support automation, AI tools, and CRMs (e.g., Intercom, JIRA, Salesforce Service Cloud)
Excellent communication and stakeholder management skills, comfortable working cross-functionally with technical and compliance teams
Fluent in English

Job Responsibility

Build, scale, and mentor a high-performing Level 1–3 support organisation (frontline agents, technical specialists, and escalation managers)
Manage, coach, and develop Customer Care and Technical Support Team Leads, fostering a culture of ownership, accountability, and continuous improvement
Develop and execute a multi-channel support strategy leveraging automation, AI, and self-service to drive efficiency and satisfaction
Own customer support KPIs, including CSAT, response times, resolution SLAs, NPS, and ticket backlog
Implement a smart and comprehensive triage mechanism for all customer requests, allowing to steer and monitor performance and drive customer satisfaction
Define and implement robust SLAs and escalation paths with clear ownership and accountability across teams
Monitor and report on support performance, identifying trends and proactively driving improvements
Ensure full coverage across European time zones, languages, and customer segments
Partner closely with Engineering to ensure timely resolution of technical issues
Collaborate with Compliance, Risk, and Payment teams to manage regulated incidents and ensure a consistent, compliant customer experience

What we offer

Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year)
Alan health insurance (fully covered by Spendesk)
Meal vouchers through Edenred (€6 per working day)
100% reimbursement on public transportation subscription
Access to Moka.care for emotional and mental health wellbeing
28 days of holidays
Latest Apple equipment
Great office snacks to fuel your day

Fulltime

Seasonal Field Support Agent

Reporting to a Field Support Lead within the Support Centre, the Field Support A...

Location

Canada , Calgary

Salary:

Not provided

H&R Block

Expiration Date

Until further notice

Requirements

H&R Block Tax Training Course graduate with a grade of 80% or better a definite asset
Understanding and previous use of H&R Block tax preparation and other applicable software (CIS, TPS etc.) a definite asset
Strong preference for fluency in French and English (verbal and written)
Intermediate knowledge of MS Excel and MS Word a must
Effective organizational skills to prioritize and handle multiple initiatives simultaneously
Must be detail-oriented, organized, and analytical
Demonstrated problem solving and/or conflict resolution skills
Effective verbal, written, and interpersonal communications skills
Ability to work independently and within a support team environment
Ability to work flexible hours

Job Responsibility

Respond to level 1 incoming incidents within our ticketing system with a focus on the following: Technical support issues (software/hardware/system and software access)
Tax questions
Products & services questions
When required, update and escalate incidents with all relevant information to one of our level 2 support groups
Support end-user effectiveness on company-based software
Assists the Tax Pros with CRA problems / efile errors
Coordinate and collaborate with other support members to provide or obtain assistance to resolve support issues
Communicate with Team Leads (report common trends, training opportunities etc.)
Assist with continual service improvement initiatives tied to level 1 support
Remain current on all H&R Block products & services the Level 1 team is accountable for

Fulltime

Solution Expert

Our Solution Expert team plays a key role in supporting strategic customers in R...

Location

Spain

Salary:

Not provided

360Learning

Expiration Date

Until further notice

Requirements

3 years of professional consulting experience, preferably in a customer facing role (Level 2 or 3 support agents, Technical consultant, Technical Account Manager)
Previous deployment experience of SaaS products, ideally HR related
Project management skills
Good understanding and experience working with APIs, SSO configuration & troubleshooting
Solution-oriented, client-first mindset in everything you do
Ability to adapt to your audience, flexibility in tackling a conversation with highly technical stakeholders, and reducing complexity to more common terms with less technical stakeholders
Organized, structured, rational, analytical, able to manage priorities across multiple customer implementations
Fluent French (US/UK) / B2 level or equivalent English

Job Responsibility

Support strategic customers in RUN phase, acting as trusted advisors on complex use cases
Analyze advanced client needs, challenge existing setups, and translate requirements into scalable solutions within the 360Learning platform
Manage a portfolio of customers throughout their lifecycle to drive product adoption and deliver tailored solutions beyond standard product capabilities
Lead complex integrations (APIs, flat files, third-party tools), redesign platform architecture, run solution audits, and provide high-level recommendations to maximize business impact and long-term value
Within 1 month: Become a Trello expert, understand product offering, master platform and support clients on basics requests through ticketing
Within 3 months: Own portfolio of 10 enterprise clients & lead up to 30 active projects simultaneously, answer questions from portfolio, support Customer Success partner on functional and technical questions, implement integration (SSO, third-party tools), deliver technical expertise on integration & troubleshooting
Within 6 months: Pitch the value of the 360Learning platform, develop repeatable and scalable processes to improve project quality and delivery, support Strategic customers all along their contract from an expertise standpoint, deliver Professional Services to existing customers base
Within 12 months: Contribute to knowledge base to share best practices and lessons learned, work with partner ecosystem to strengthen services, deliver platform audits to clients, deliver professional services proposed in Professional Service catalogue

What we offer

Work From Home allowance
social security
health insurance
unemployment insurance
common contingency
salary guarantee fund
Flexible hours
total work from home possible anywhere in Spain
Diversity, Equity, and Inclusion: 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity
Corporate Social Responsibility

Fulltime

L1 Technical Support Agent, Spanish speaking

The Instructure Technical Support group is responsible for providing technical a...

Location

Hungary , Budapest

Salary:

727200.00 HUF / Month

Instructure

Expiration Date

Until further notice

Requirements

Ability to read, write and speak fluently in English and in Spanish
Availability to work during US business hours
Strong technical, troubleshooting, and analytical skills
Proven ability to function in a self-directed environment
Ability to excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
Ability to handle clients professionally during all interactions
Strong written and verbal communication skills
Sense of humor
Full availability to participate in our dedicated 3-week technical training phase (Monday – Friday, 16:00 to 00:00)

Job Responsibility

Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users
Escalate tickets which are not resolvable to the Level 2 Support Team
Provide timely updates to users
Mentor and assist fellow Level 1 Support Engineers if needed
Validate and clarify the issue reported
Answer how-to questions
Fix end-user issues that are resolvable through the Canvas user interface
Replicate, troubleshoot, and describe simple bugs
Keep thorough, clear, and complete records in the ticketing system of all actions taken
Escalate tickets not resolvable at the L1 level to the L2 Support team

What we offer

Competitive compensation and participation in Instructure’s equity program
Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
Comprehensive wellness programs and mental health support
Annual learning and development stipends to support your growth
We provide the technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
A culture rooted in inclusivity, support, and meaningful connection

Fulltime

New

Support Specialist

We are evolving for 2026 and looking for a Support Specialist to anchor our bran...

Location

Portugal , Algés, Lisbon

Salary:

Not provided

Guestcentric

Expiration Date

Until further notice

Requirements

1-3 years in a technical support or customer success role
Tech Hospitality Expertise: We highly value candidates who have worked within the tech hospitality industry (SaaS, Channel Managers, or Booking Engines)
Technical Proficiency: Ability to handle L2-level technical complexity, particularly surrounding Channel Management and Website components.
Communication: Exceptional written and verbal communication skills, with a focus on Chat-based efficiency.
Efficiency: Proven ability to maintain a high volume of case resolutions—our top agents currently average over 200 cases per month.
Language: Fluency Ingles, with the ability to support our primary EMEA market and growing US presence

Job Responsibility

Case Management: Manage the full lifecycle of L1/L2 support tickets, ensuring we maintain our 2025 performance of resolving 93% of L1 cases within 24 hours.
Multi-Channel Support: Provide expert assistance primarily via Chat (our fastest-growing channel) and Phone, adapting to a shift in client behavior toward digital-first interactions.
Technical Troubleshooting: Resolve complex "Requests" and "Problems"
Client Education: Conduct live training sessions to empower clients
Operational Health: Collaborate with our Back-office and Optimization units to vet technical issues before they reach Engineering, ensuring high-quality data and minimal "noise" for developers

What we offer

Hybrid Working
Great Team Mates
Fun time at team buildings
Free coffee
Birthday day off
MacBook Laptops for work

Technical Service Representative II

At Percepta, we bring first-class service across each market we support. As a Te...

Location

United States , Melbourne

Salary:

Not provided

TTEC

Expiration Date

Until further notice

Requirements

High School Diploma or equivalent
Minimum 2-3 year of customer service experience
Minimum 1-year recent experience as an automotive technician in a powertrain or body/chassis/electrical diagnostic and repair role or equivalent training - preferred
Ability to analyze repair shop diagnosis information to determine coverage eligibility
Ability to read and understand workshop manual and electrical schematics
Ability to speak confidently about repair procedures
Proficiency with part numbers and parts catalog supersession pertaining to powertrain assemblies
Excellent interpersonal skills
Ability to use conflict resolution and negotiation skills to resolve difficult contacts from an automotive technical perspective
Strong working knowledge of the Internet, computers, and software (MS Office products, Internet Explorer, etc.)

Job Responsibility

Receive inbound calls from competitive make dealerships and independent repair facilities regarding powertrain warranty claims adjudication per contract terms and contact handling processes
Receive inbound calls from F/L dealerships, competitive make dealerships, independent repair facilities, and vehicle owners regarding warranty process/policy and claims adjudication per contract terms and contact handling processes
Receive inbound calls from independent inspectors taking verbal inspections reports and documenting them in the appropriate systems
Receive inbound emails from 3rd party vendors and process warranty claims for Motor craft products
Review digital photographs and supporting documentation
Provide real time powertrain related technical assistance to competitive make dealerships and independent repair facilities
Perform detailed claim analysis and adjudication per contract terms and contact handling processes
Place outbound calls to independent repair facilities and dealerships providing claim approval/denial details
Communicate with dealers and repair facilities in a professional, knowledgeable, empathetic manner pertaining to claim adjudication and concerns if authorization will not be provided
Provide assistance to F/L dealerships inquiring about the national powertrain network (NPN)

What we offer

Culture of Service
Teamwork
Respect
Proactive
CareerGrowth
Diversity
Competitive Compensation
programs that offer incentives and promote physical, mental, and financial wellness

Customer Excellence Team Leader

At brsk, we’re all about creating seamless, human-centred experiences every time...

Location

South Africa , Johannesburg

Salary:

Not provided

Brsk

Expiration Date

Until further notice

Requirements

Proven experience in a customer service team leader or second-tier support role, in a contact centre or face-to-face environment
Strong knowledge of technical support and social media customer interactions
A coaching-first mindset
An obsession with the customer journey, paired with the operational acumen to drive results
Excellent communication skills—both written and verbal—and the ability to connect with people at all levels
The ability to thrive in a fast-paced, ever-evolving environment
Experience with customer service ticketing systems, QuickBase, HubSpot, and Microsoft Office suite, Teams, Dialpad Telephony, Workforce management and contact centre statistics/analytics

Job Responsibility

Championing the voice of the customer across the entire brsk business
Leading, mentoring, and coaching a team of Customer Excellence Agents to deliver best-in-class support every single time
Ensuring a seamless 24/7/365 customer service experience via a rotating monthly roster
Managing fault resolution across multiple channels—call centre, email, social media, in-person, and more
Embedding a First Contact Resolution approach as the standard for handling enquiries
Monitoring and improving customer experience through consistent feedback loops
Holding monthly 1:1s with team members to guide growth, engagement, and performance
Driving operational efficiency and effectiveness across the team
Measuring performance against clearly defined KPIs—and celebrating wins
Encouraging cross-functional collaboration to continually elevate the customer journey

What we offer

A monthly remote work and connectivity allowance

Level 1 Technical Support Agent

Solas IT Recruitment

Location:
Ireland , Dublin 2

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 24, 2025

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