Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Specialist based in Ireland.

As a Support Specialist, you’ll play a key role in delivering an exceptional customer experience within a global HR technology environment. You’ll serve as a trusted point of contact for HR-related questions, requests, and operational issues. Using a ticketing system, you’ll investigate problems, coordinate solutions, and ensure inquiries are resolved efficiently and accurately. You’ll work closely with teams across operations, finance, payroll, sales, and other functions to provide comprehensive support. Your insights will also help identify recurring issues, improve internal processes, and enhance the overall service experience. This is an opportunity to join a fast-growing, remote-first environment where collaboration, empathy, and continuous improvement are highly valued.

Accountabilities

• Act as the primary point of contact for HR-related customer and employee inquiries through email, phone, chat, and internal ticketing systems.
• Manage, investigate, and resolve customer issues and requests efficiently while maintaining clear communication throughout the resolution process.
• Troubleshoot problems, identify root causes, and provide accurate and practical solutions, escalating complex cases when necessary.
• Collaborate with cross-functional teams including Sales, Operations, Finance, Payroll, and other internal stakeholders to resolve issues and support customer success.
• Maintain accurate and timely records of inquiries, actions, resolutions, and follow-ups within the relevant support tools.
• Keep up to date with products, services, policies, and operational changes to ensure customers receive accurate and consistent guidance.
• Conduct customer training and onboarding sessions on relevant products, processes, or services when required.
• Identify recurring support issues and patterns by analysing tickets, feedback, and support data, and contribute recommendations for process and product improvements.
• Use customer feedback and support insights to help improve products, services, documentation, and overall support processes.
• Maintain effective stakeholder relationships and stay informed about relevant departmental or operational changes.
• Demonstrate empathy, patience, and professionalism in every customer interaction, helping build long-term client relationships.

Requirements

• At least 3 years of customer service or customer support experience, preferably within an Employer of Record (EOR), HRTech, or similar technology environment.
• Hands-on experience using customer support and ticketing platforms such as Freshdesk, Zendesk, Salesforce, WeCom/WeChat, or comparable tools.
• Fluent English at C2 level or equivalent, both written and spoken.
• Strong problem-solving and critical-thinking abilities, with a structured approach to investigating issues and identifying appropriate solutions.
• Excellent organisational skills and a high level of attention to detail, particularly when managing multiple customer cases and priorities.
• Ability to remain calm and effective under pressure in a dynamic, fast-paced, internationally distributed environment.
• Strong collaboration skills and the ability to work effectively with cross-functional teams.
• Excellent communication and stakeholder-management skills, with the ability to adapt communication to different audiences and situations.
• High level of cultural awareness and sensitivity when supporting customers and employees from diverse backgrounds and locations.
• Strong customer orientation, demonstrated empathy, patience, and a genuine commitment to delivering a positive support experience.
• Continuous-learning mindset and willingness to stay current with industry developments, products, processes, and HR technology.
• Ability to work independently while maintaining accountability, responsiveness, and high service standards in a remote-first environment.

Benefits

• Competitive salary aligned with the local market and experience.
• Remote-first working environment with the flexibility to work from home.
• Asynchronous working culture designed to support autonomy and effective collaboration across time zones.
• Opportunity to work remotely from abroad for a short period, subject to applicable policies and requirements.
• Opportunity to grow professionally within a rapidly expanding international technology business.
• Exposure to global customers, HR technology, workforce management, and international employment processes.
• Collaborative and diverse international team environment.
• Hardware and equipment provided to ensure you have the tools needed to succeed from day one.
• Opportunity to contribute to meaningful improvements in customer experience, products, and support processes.
• Inclusive working environment that values diverse backgrounds, perspectives, and experiences.