Gartan Technologies require a Customer & Application Support Representative.
Gartan has been a leading supplier to the Emergency Services Sector, dedicated to delivering software solutions for frontline workers since 2001. With a global client base, we excel in building strong andenduring relationships. We invest time and effort in understanding the people and organisations we serve. This commitment begins with our employees; our culture of respect encourages and empowers individuals to enhance their skills, build confidence, and pursue career advancement within the company.
The Ideal Candidate
Our customers are at the heart of everything we do and so we place a strong emphasis on our Customer Support Service. We are looking for someone with a technical mindset and a passion for customer support, who will work closely with our entire Service Delivery Team to represent the customers’ needs, and to deliver the premium level of service they expect and are accustomed to.
The ideal candidate should have excellent customer service skills, a positive ’can do’ attitude, a desire to proactively triage and resolve client issues, be tech savvy, and be well organised with a strong attention to detail.
This is a Hybrid position and you should be prepared to work a minimum of two days per week at our Head Office (Letterkenny, Co. Donegal, Ireland).
This is the perfect opportunity for someone looking to expand their customer support skills while leveraging their technical abilities for problem-solving and dynamic issue resolution, without losing regular customer contact. If you are a team player who is curious and eager to learn, this role is ideal for you.
Role Description
We are seeking a Customer & Application Support Rep who can help resolve issues across our various applications. You will be expected to develop a comprehensive understanding of our products and be able to perform troubleshooting on technical issues, and respond to assistance requests from our customers.
Primary responsibilities include, but are not limited to:
- Monitoring ticket queue, troubleshooting and logging customer support queries/issues/requests.
- Building and maintaining a comprehensive understanding of our products i.e. our Web & Mobile Applications.
- Proactively working with clients to diagnose and resolve issues in a timely fashion. Fixing database-related issues, where relevant, and escalating to our 3rd Level Team as a last resort.
- Providing daily operational application support via the Support Portal, email or by phone.
- Keeping detailed records of customer interactions and sharing knowledge with other team members.
- Following the company’s communication procedures and policies.
- Assisting with the maintenance of the company Knowledge Base.
- Working closely with all other internal teams.
- Working in an Agile environment.
This full-time role is based in Letterkenny, with flexibility for some remote work. We work a 9 day fortnight, meaning every second Friday is off.
Essential Skills/Experience
- Excellent verbal and written communication skills.
- Solid experience in customer support (Preferably in the software industry).
- Possess an IT-related qualification.
- SQL Server or any similar database environment.
- Strong computer skills and ability to navigate systems efficiently.
- Strong troubleshooting & problem-solving skills.
- Troubleshooting and debugging experience
- Positive friendly disposition.
- Be fluent in English.
- Team Player (No office politics please!).
- Customer-focused with an exceptional telephone manner.
- Quality-focused with a high level of accuracy and attention to detail.
- Ability to diagnose and solve application issues.
- Ability to work well individually and as part of a team.
- Ability to prioritise and multitask.
- Write re-usable Troubleshooting articles for issues/queries to be used internally.
Desirable Skills/Experience
- Experience in an Agile environment.
- Experience using Jira.
Why Join Us
- Working in a meaningful role with technology that makes a positive impact by supporting software applications utilised by frontline workers in the Emergency Services sector.
- Be part of a passionate, collaborative and diverse team dedicated to customer success and innovation.
- Opportunities for professional growth and development.
- Competitive salary and benefits package including health cover.
- 9 day fortnight, every 2nd Friday off!
- Flexi-time and hybrid working.
- Check out our Careerspage on for a full list of benefits.
If you would like to apply for this role, please send a CV and a Cover Letter to hr@gartantech.com