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

Team Lead, Customer Support

We are looking for a Customer Support Team Leader to join a high-growth team on ...

Location

Poland

Salary:

Not provided

SmartRecruiters

Expiration Date

Until further notice

Requirements

General ATS experience
Strong knowledge of Support Case tracking systems (SalesForce and JIRA are a plus)
Excellent English skills
Ability to interact and communicate professionally and confidently with a diverse customer base
Customer support experience, preferably in the Enterprise space
Strong interpersonal, written and spoken communication skills
Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations
Experience in technical customer support in a SaaS environment
A passion for technology and a drive to change the world
Positive, energetic, with a can-do attitude

Job Responsibility

Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeed
Take on a portion of the escalated customer support cases (externally escalated by customers)
Be the main point of escalation for Customer Support Agent (internally escalated)
Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers, to answer support related questions and push support cases to resolution
Lead internal training sessions for Tier 1 and Tier 2 Support Agents
Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support slack channel on a daily basis
Schedule and lead new hire training and enablement sessions
Contribute to weekly Support team meetings
Drive a high level of customer satisfaction
Identify, test, and call out technical issues

What we offer

Competitive salaries
Generous equity
Strong internal mobility
Remote-friendly culture

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

Microsoft Power Platform Engineer with German

The Microsoft Power Platform Engineer role involves providing technical support ...

Location

Romania , Brasov

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
Minimum 3-5 years of experience supporting Microsoft Power Platform or related Microsoft cloud technologies in enterprise environments
Hands-on experience with Power Apps (Canvas and Model-driven apps), Power Automate flows, and Power BI datasets and reports in production environments
Experience troubleshooting Power BI gateways, dataset refresh issues, and report performance
Strong knowledge of Dataverse administration, data troubleshooting, and environment management
Experience working with Power Platform connectors and integrations, including SharePoint, SQL, Microsoft Graph, and REST APIs
Understanding of Power Platform governance and security, including DLP policies, environment roles, permissions, and monitoring via Power Platform Admin Center
Familiarity with identity and access management, particularly Entra ID (Azure AD) integration
Experience working in service desk, managed services, or enterprise support environments, including incident, problem, and change management processes
Strong analytical and troubleshooting skills across applications, automation workflows, and data integrations

Job Responsibility

Provide Level 2 technical support for Microsoft Power Platform services, including Power Apps, Power Automate, Power BI, and Power Virtual Agents (Copilot Studio)
Investigate and resolve complex incidents and service requests escalated from Level 1 within agreed service level agreements (SLAs)
Troubleshoot issues across applications, workflows, connectors, integrations, and data sources within the Power Platform ecosystem
Perform root cause analysis and implement corrective and preventative actions to improve platform stability and service quality
Support the deployment, configuration, and lifecycle management of Power Platform environments and solutions
Assist with solution packaging, releases, and environment promotion processes across development, test, and production environments
Manage and troubleshoot integrations with Dataverse, SharePoint, SQL databases, APIs, and other enterprise data sources
Monitor platform health, usage, performance, and service metrics using Power Platform administration tools
Support governance and compliance controls, including Data Loss Prevention (DLP) policies, environment security, and role-based access management
Provide guidance and troubleshooting support to citizen developers and business users, promoting best practices for low-code development

What we offer

Smooth integration and a supportive mentor
Choose from Remote, Hybrid or Office work opportunities
Projects have different working hours to suit your needs
Sponsored certifications, trainings and top e-learning platforms
Private Health Insurance
Individual coaching sessions or accredited Coaching School
Epic parties or themed events

Technical Support Engineer

As a Technical Support Engineer, you will own, troubleshoot, and solve customers...

Location

India , Hyderabad

Salary:

Not provided

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience
OR 3+ years of technical support, technical consulting experience, or information technology experience
OR equivalent experience
Proficiency in Windows, Linux, Azure, VM management, data backup, and disaster recovery setup
Excellent troubleshooting and analytical skills
Basics of Windows and Linux administration
Troubleshooting OS-level issues and understanding system internals
Concepts of Recovery Point Objective (RPO) and Recovery Time Objective (RTO)
Experience with enterprise backup solutions and DR orchestration
Hands-on experience with VMware, Hyper-V, and virtual disk management

Job Responsibility

Own, investigate and solve customer technical issues
Collaborate within and across teams, leveraging troubleshooting tools and practices
Lead or participate in building communities with peer delivery roles and, where appropriate, share your knowledge
Develop specific technical and professional proficiency to enable you to resolve customer issues, through training and readiness
Identify potential product defects and escalate appropriately to resolve, contributing to Microsoft product improvements

Fulltime

Customer Support Specialist – Hospitality SaaS

GuestCentric is the leading provider of cloud-based digital marketing software a...

Location

Portugal , 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

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

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

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Level 1 Technical Support Agent