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Big Red Cloud Recruiting For Technical Support Team

By 14th May 2015January 27th, 2022No Comments

big red cloud logoBig Red Cloud – Simple Online Accounts Software Ireland – are looking to recruit a new member for our Technical Support Team. Prior experience with Accounts and Payroll software is desirable.

Responsibilities of the Technical Support Team:

  • Providing 1st level support to Big Red Cloud Accounts and Big Red Book Accounts & Payroll end users.
  • Logging support call information to the helpdesk system and resolving all calls in a timely manner.
  • Escalate issues to Senior Support Executives, Support Manager or Development when necessary.
  • Deliver effective & accessible training programmes to customers either in a group classroom setting, via online Webinar, or on a one-to-one basis.
  • Gather problem descriptions, log files, configuration data, and analyse them in order to determine root cause of problems and find solutions where possible or escalate to senior Technical staff/developers.
  • Own support issues until resolution and act as primary support liaison between company and customer.
  • Work independently in a fast paced customer support environment without requiring immediate supervision.
  • Test new software releases and provide feedback on fixes and bugs.

Required Skills & Experience

  • The ideal candidate will have at least 2 years’ experience working in a similar role.
  • Ability to work to SLA’s.
  • Previous customer service/technical support experience.
  • Excellent communication skills, both verbal and written.
  • Excellent computer software skills, including advanced knowledge of Microsoft Office – Word, Excel, SQL Server Management and Powershell is desired.
  • Strong organisational, time management and problem solving skills.
  • Must have a positive, can-do attitude and be a team player.
  • Ability to represent the company in a professional manner at all times.
  • Must be customer orientated.
  • Proven ability of acting on own initiative.

Compensation

  • Competitive salary.
  • Commission earnings on converted referrals.

If interested in this role please forward your CV to eamonn@bigredcloud.com/ by 29th May 2015.

 

Marc O'Dwyer

Marc O'Dwyer

After completing a Graduate program in Marketing, Marc’s impressive sales career began at Allied Irish Banks, Pitney Bowes and Panasonic where he received numerous Irish and European sales performance awards and consistently exceeded targets and expectations. In 1992, Marc’s entrepreneurial spirit led him to set up his own business, Irish International Sales (IIS). Initially, this company was a reseller for Take 5 Accounts and Payroll software. Within four years, IIS became the largest reseller of Take 5 in Ireland, acquiring four other Take 5 resellers. He also found time to set up two mobile phone shops under the Cellular World brand and a web design company offering website design services for small businesses. In 2001, he bought the majority share in a small Irish software business, Big Red Book. At that time, the company was losing money. The company became profitable within two months, and Marc then acquired a payroll company to compliment Big Red Books Accounting products. In 2003, IIS were appointed as Channel Partners with SAP for their new SME product, SAP Business One. Marc sold his Take 5 business and concentrated on developing this new market for SAP As a result, by 2007, IIS was recognised as the largest Channel Partner for SAP in EMEA (Europe Middle East and Africa). In 2008, the IIS Sales Manager bought the Company from Marc in an MBO. He launched Big red cloud in June 2012, the online version of big red book, to date the company successfully converts 59% of trials into sales and the number of customers is growing rapidly. Marc continues to run both Big Red Book and Big Red Cloud which now support 75,000 businesses. He is a very keen sportsman, having played rugby for 20 years, represented Leinster at under 16 and under 20 levels, and league squash with Fitzwilliam Lawn Tennis Club for 10 years. Marc has competed in 11 Marathons, including the London and Boston Marathons, and has completed several Triathlons and Half Ironman races. He has also completed six Ironman Races in Austria(x2), Frankfurt (Germany), Nice (France) , Mallorca (Spain) and Copenhagen (Denmark)

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