The Role
PE Global are recruiting for an Administrative Assistant for our cloud software client based in Dublin CC. Contract role until July 2025. Hybrid working options.
Job Responsibilities
- Efficiently manage the distribution of incoming customer support cases to the appropriate team members based on expertise, workload, and service level agreements (SLAs).
- Proactively identify and address potential bottlenecks in case flow.
- Monitor case queues and re-assign cases as needed to optimize team performance
- Manage the escalation process for complex or high-priority cases, ensuring they reach the appropriate specialist or manager promptly.
- Analyze escalation trends to identify areas for improvement in support processes or product offerings.
- Facilitate the smooth transfer of cases between teams or individuals as needed.
- Ensure all necessary information is transferred along with the case.
- Minimize disruption to the customer experience during case transfers.
- Partner with US-based colleagues to coordinate coverage and ensure seamless support operations across different time zones.
- Communicate effectively with team members and stakeholders.
- Proactively identify and address potential coverage gaps
- Provide general administrative and operational support to the customer support team as needed.
- Assist with special projects or initiatives as assigned
Education and Experience
- Proven experience in customer support operations or a related field.
- Strong organizational and time-management skills.
- Excellent communication and interpersonal skills.
- Proficiency in using case management systems (e.g., Salesforce, Zendesk).
- Data analysis and reporting skills.
- Ability to work independently and as part of a team.
- Flexibility and adaptability to changing priorities.
- Experience working with remote teams is a plus.
Interested candidates should submit an updated CV.
Please click the link below to apply, or alternatively send an up-to-date CV aisling.oleary@peglobal.net
***Please note our client cannot assist with any visa sponsorship and candidates must have the correct visa to live and work in Ireland****
Contract 
Dublin City Centre, County Dublin, Ireland 
42049044 
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