Support Executive

Our Company

Monsoon Consulting is a company dedicated to transforming digital commerce by creating people centred solutions and helping companies innovate their internal processes and customer engagement. Design thinking, collaboration and agile methodologies are at the core of how we approach everything. We are a people-first company aspiring to make things better for our customers while building a great culture for our team.


The Role

We have a great opportunity for a Support Executive to join us in Dublin, Ireland. Reporting directly to the Support Manager, you will work closely with other members of the support teams to ensure that we continue to provide a best-in-class support service. You should be organised and efficient with strong communication skills and a high motivation to provide an excellent experience for our client’s by ensuring their needs are catered for on an ongoing basis


Main Responsibilities

  • Ticket management and prioritisation for the support teams
  • Liaising with our client’s on a daily basis using support tools, phone, or in meetings
  • Organising and running the daily stand up for the support teams
  • Creating support contracts and making sure they are signed
  • Onboarding new clients to our support process
  • Triaging new tickets to ensure all the necessary information has been provided and assessing severity
  • Resolving lower priority tickets instead of handing them over to the developers
  • Manage tickets through the support workflow to ensure a satisfactory resolution in a timely manner
  • Organise releases of tickets in conjunction with the support and development teams
  • Coordinating the installation of Magento patches and Drupal security updates
  • Monitoring each client's support hours utilisation on an ongoing basis to ensure their budgets are managed effectively
  • Provide notifications to clients when they have used a certain percentage of their budget and work with them to manage this situation
  • Creating monthly reports for each client which outlines their usage
  • Work with the Support Manager & Product Owners to ensure any larger development work flagged through support is handled appropriately
  • Hitting targets in line with agreed SLAs and helping the support teams to do the same
  • Calculating and reporting on the SLAs on a weekly basis
  • Ensuring the support teams are following our support processes


Required Professional Experience and Skills

  • A minimum of two years of professional experience in a similar role
  • Experience using ticket management systems such as JIRA, Zendesk
  • Well organised, responsible and dedicated, with the ability to work on multiple projects at the same time
  • Self-starter, able to learn new tools quickly and work in a fast moving environment
  • Detail oriented and organised, including the ability to prioritise tasks, communicate progress and meet deadlines
  • Able to collaborate with a multidisciplinary team
  • Excellent communication and problem-solving skills
  • A team player who can work in multinational, cross-functional teams
  • Ecommerce experience is a plus
  • Agile experience is a plus
  • Magento knowledge is a plus
  • Drupal knowledge is a plus


Career Incentives & Benefits

  • Competitive salary
  • Sponsored training and certification opportunities
  • Sponsored community / event participation opportunities
  • Sponsored ongoing Agile coaching and mentoring
  • Collaborative working environment with a dynamic and diverse team
  • Flexible career path options
  • Performance appraisals and personal development plans
  • Company contributed voluntary pension scheme
  • Company contributed group health insurance
  • Company income protection policy
  • Death-in-Service protection policy
  • Bike to work scheme
  • Gym membership
  • Regular team-building activities and social events


Is this you? If so, hit that apply button!

Job details