Careers At Candidate Manager

Full-time

Candidate Manager is a global Resources Management and software provider of E-Recruitment & Talent Management Software Solutions. Our Applicant Tracking Software focuses on making the recruitment process more effective and cost effective. Candidate Manager is part of Saongroup.com, a world leader in online recruitment.

Our business began in Ireland in 1995 with one site Irishjobs.ie, and now we run websites across 16 countries in Europe, Africa and the Americas.  Saongroup now has over 330 staff around the world. Saongroup is owned by StepStone.


StepStone Group www.stepstone.com is one of the world’s leading job site companies with operations in Europe, America and Africa. We operate some of the strongest online job portals with more than 300,000 jobs advertised per month across 20 countries. Founded in 1996, StepStone employs 1,500 employees and serves more than 100,000 customers worldwide.

We are currently seeking to recruit a hardworking, ambitious Technical Support/Account Manager to be part of our Support Division.

Good customer support is vital to our business; the successful person will work with the Support team to deliver excellent service to all of our customers.

Responsibilities of the Technical Support Team:
  • Manage the business relationship for a portfolio of diverse clients, providing product insight and support to ensure the best possible experience for customers using our services.
  • Engage with customers and conduct regular reviews to provide the highest level customer service possible.
  • Actively contribute to maximising product usage and promote additional functionalities and upgrades helping customers achieve their recruitment goals and in turn deliver consistent product license renewals.
  • Work closely with Customer Support and Product Development personnel to assist delivery of any product enhancements and new feature requests
  • Proactively identify areas of business process improvement designed to enhance the overall customer experience
  • To deliver customer implementation, support and training services in accordance with established support policies, service level agreements and to high levels of customer satisfaction.  Accurately track and manage this correspondence & activities via the CRM tool.
  • Notify the General Manager of any problems identified during implementation, support or training.
  • 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
  • Previous customer service/technical support experience
  • Excellent communication skills, both verbal and written
  • Excellent computer skills, including advanced knowledge of Microsoft Office - Word, Excel, CRM.
  • Strong organisational, time management and problem solving skills
  • Must have a positive nature, can-do attitude and be a team player
  • Ability to represent the company in a professional manner at all times
  • Must be customer orientated
  • Train the trainer qualifications desirable
  • Proven ability of acting on own initiative
Compensation
  • Competitive salary
  • Commission earnings on renewal business
  • Company health care cover and life insurance schemes
Some international travel may be required for this role