Position Overview:
We are excited to announce an opening for a bilingual Support Technician (English/French) within the Operations team. This is a crucial role in ensuring seamless operations and continuous success within the organisation. This individual will be responsible for delivering high-quality technical support to Softworks customers.
The successful candidate will work closely with customers and focus on troubleshooting system issues, analysing customer queries, and working through problems to resolution. The individual will use product knowledge, system tools, and internal resources to investigate issues, identify root causes, and restore service as quickly and effectively as possible.
The role involves a strong technical mindset, excellent communication skills, and the ability to manage and prioritise multiple customer issues in a structured manner.
Role Responsibilities:
Customer Support
- Provide technical support to Softworks customers via the support portal, email, and telephone
- Deliver a high standard of customer service, balancing technical accuracy with clear communication
- Log, assess, prioritise, and manage support queries in line with agreed processes and service level agreements (SLAs)
Issue Analysis & Troubleshooting
- Analyse customer issues, reproduce problems, and develop clear plans of action
- Troubleshoot software, configuration, data, and integration-related issues
- Use internal systems, documentation, and diagnostic tools to investigate and resolve problems
Documentation & Escalation
- Clearly document findings, steps taken, and outcomes for each support query
- Escalate complex issues with strong technical detail and supporting evidence to relevant teams
Continuous Improvement:
- Work closely with Development, Projects, and Customer Success teams to resolve issues and improve the product
- Contribute to internal improvements, knowledge base development, testing, and additional technical projects as required
- Foster collaboration within the team and between departments for optimal outcomes
- Stay updated with the latest industry trends and best practices
- Continuously assess and improve documents and processes to ensure that they meet the needs of the business and the employees
- Gather valuable feedback on the system and the company, both positive and/or negative, ensuring that we receive customers honest opinions which will allow us to develop any necessary solutions to any aspect of the project and enhance future implementations
Requirements:
- 3rd Level Degree in Computer Science, IT, Software Engineering, or equivalent practical experience
- Fluency in French and English, with excellent verbal and written communication skills in both languages
- Strong technical troubleshooting and analytical skills
- Experience supporting business software, SaaS platforms, or enterprise systems
- Ability to investigate issues across configuration, data, system behaviour, and integrations
- Strong ability to explain technical issues in clear, non-technical language, and document the problem, investigation steps, and outcomes
- A positive mindset and a real drive to succeed – attitude matters as much as experience
- A solutions-focused, analytical mindset with a genuine interest in emerging technologies and innovations
- Excellent time management
- Strong organisational skills, with ability to manage multiple systems and technical tools (support platforms, test environments, logs, documentation, etc.)
- Ability to work effectively under pressure
- Problem-solving and conflict resolution skills
- Excellent attention to detail
- Strong team player, with ability to exercise initiative and embrace and adapt to change, when required
- Ability to work flexibly and co-operatively to solve problems and achieve team goals
Desirable:
- Experience in a technical support, application support, or implementation role
- SQL or database querying experience
- Experience reading logs, analysing errors, and supporting live production systems
- Understanding of integrations, APIs, or file-based interfaces
- Experience with workforce management, HR, payroll, rostering, or time & attendance systems
- Familiarity with software and a willingness to learn our Workforce Management Solutions
- Familiarity with support tools such as Zendesk, HubSpot, Monday.com, Azure DevOps, or similar
- Experience contributing to knowledge bases, test cycles, or product improvement initiatives
- Written and verbal fluency in one or more of the following languages; Italian or Spanish
Expectations:
- Demonstrate agility in a fast-changing technological environment, being open and adaptable to unsuspecting change.
- Encouraging excellence and goal achievement with clients and colleagues, while striving for the same in your personal development.
- Communicate regularly and efficiently with all stakeholders, both internal external.
- Maintain strong co-operative relationships within the team and other departments to ensure that the organisation continues to function successfully.
- Willingness to travel is essential.
About Softworks:
For over 30 years, we have been assisting companies around the world in organising the working day to make them more productive, profitable, and add value to their operations.
Our globally recognised and acclaimed Workforce Management Solutions include:
- Time & Attendance/Flexible Working
- Labour Scheduling & Optimisation
- Absence Management
- Project Tracking
- Access Control
We take a customer-centric approach to always exceed expectations and delight our clients with a standout and powerful product. At Softworks, we are more than just people that work together; we belong to a team, all working towards one common goal – to create, market, and provide unparalleled support for the world’s most advanced and effective Workforce Management Solutions.
Location:
The role will be based in Softworks HQ in Bray, Co. Wicklow. We currently have hybrid working in place, combining office-based working with working from home.
Benefits:
- Annual Leave starting at 23.5 days
- Flexible Schedule
- Hybrid Working
- Workplace initiatives to promote employee wellbeing
- Vibrant Social Club
- Ministry of Fun
- Regular Office Lunches
- Cycle to Work Scheme
- Gym Membership Subsidy after 6 months
- Pension Contributions
- Work from anywhere in the world for 4 weeks per year
Salary Details:
Base Salary €30,000 – €38,000 DOE
