Position posted: May 14, 2019
Closing date for applications:
May 31, 2019

 

Job Title:   Support Specialist – Tier II            

Location:  Tallaght, Dublin

Reporting to: Customer Support Manager

Salary: Dependent upon experience and skills

Contract Period: 1 Year Contract

 

About FoodCloud

FoodCloud (CHY21177) is a fast-growing Dublin based social enterprise with a vision for a world where no good food goes to waste. 30% of food produced for human consumption is lost or wasted across the global food system. If food waste were a country, it would be the third largest emitter of greenhouse gas emissions, after the US and China. In Ireland, we waste one million tonnes of food annually and one in eight people do not have enough to eat.

FoodCloud uses innovative technology to connect supermarkets directly to charities in their local community and currently there are over 3,500 supermarkets donating to 8,000 charities across the UK and Ireland through the FoodCloud virtual foodbank platform. FoodCloud’s direct distribution connects food businesses with large volumes of surplus food to charities across Ireland through three warehouses in Dublin, Galway and Cork.  The equivalent of over one million meals is being rescued every month through the service.

About The Role:

FoodCloud is seeking to recruit an experienced Tier 2 Support Specialist to work on our support team and collaborate with our clients and Project Manager to ensure that accounts are set up for success on our platform primarily for our international clients.  This role will be the first line of escalation for technical customer support and will focus on troubleshooting and proper setup and configuration for FoodCloud’s clients. Reporting to the Customer Support Manager, the ideal candidate will have a background in technical customer support, an interest in eliminating food waste, and proven experience with project management and platform configuration.

 

Key Duties and Responsibilities:

  • Work with external customers to understand requirements and set up donor charity relationships accordingly.  
  • Ensure that system configurations fulfill client requirements.
  • Create new charities,donors and other account data to our in-house platform
  • Work closely with the support team to investigate and resolve system issues and bugs
  • Proactive technical support (work as an escalated member of the support team to better understand support operations and assist clients with difficult technical queries)
  • Develop monitoring of the platform and customer success.  
  • Collaborate with tech and customer teams on user testing.
  • Document processes and configuration changes related to client’s platform usage
  • Continually improve technical support and admin processes
  • Knowledge of technical support and admin best practices
  • Additional duties per business needs.

 

Experience:

 

  • At least 2+ years of Technical/Customer Support experience (preferred)

 

  • Experience with configuration management
  • Experience in a customer facing role
  • Project management experience is required
  • Managing known bugs and issues, via a ticketing system, is preferable

Skills, Knowledge, and Abilities:

  • Knowledge of technical support and admin best practices
  • The ideal candidate will possess acute attention to detail and be highly organised
  • Excellent phone manner a must
  • Excellent oral and written communication skills
  • Ability to create and maintain current documentation on processes

Position: Full-time. Normal working hours are Monday through Friday 9.00 am to 5.30 pm however, flexible working will be required in order to accommodate international customers in different time zones.

General:

FoodCloud is a small organisation with big ambitions!  You will be required to get involved in supporting all aspects in the development of the organisation, which may include ad hoc projects and events.  

Location: Tallaght, Dublin 24

 

Timeline & Process:

Please, send in a CV and cover letter (max 1 page) to [email protected] explaining how you meet the requirements for this position. Closing date for applications: 5 pm on Friday 31st May 2019.