Customer Support Officer I

Location: Westport, Ireland (Hybrid) Schedule: Monday-Friday, 8:30am-5:00pmAt HSI Skillko, we're on a mission to simplify training, compliance, and workforce management for organizations in regulated industries. Our platform helps businesses keep their teams safe, certified, and compliant — all in one place.As we continue to grow our customer base, we're adding a Customer Support Officer to our team to ensure every client gets the most value out of our platform. In this role, you'll help customers troubleshoot issues, guide them through product features, and make sure they have a great experience using Skillko.This is an excellent opportunity to join a growing SaaS organization and contribute directly to customer success and retention.What You'll DoProvide technical and product support - Help customers resolve issues and maximize the value of HSI Skillko's platform. Respond to inquiries - Answer questions about product features, functionality, and usage with professionalism and clarity. Manage and resolve customer concerns - Investigate and address customer issues, ensuring every interaction ends with a positive outcome. Escalate complex cases - Identify when to involve higher-level technical teams and follow up to ensure resolution. Document customer interactions - Record all cases, feedback, and resolutions accurately in our CRM. Collaborate cross-functionally - Work closely with our Product, Sales, and Development teams to ensure a smooth and responsive customer experience. Share customer insights - Gather and relay customer feedback to help improve Skillko's platform and service. Stay up to date - Maintain strong product knowledge as features evolve and new functionality is released.Requirements2+ years of experience in customer support or technical support, preferably within a SaaS environment Strong problem-solving skills and ability to translate technical concepts into customer-friendly language Excellent verbal and written communication skills Experience using CRM or ticketing systems High attention to detail and commitment to delivering quality service Ability to work both independently and collaboratively in a fast-paced, customer-focused environmentBenefitsHybrid work model - based in Westport Office with flexibility Collaborative, supportive team culture Opportunity to grow your career with a fast-scaling SaaS company Make a direct impact on customer satisfaction and retention