- Location
- Dublin · Swords, Dublin, Ireland
- Department
- Global Operations
- Seniority
- Senior
- Source
- Greenhouse
Description
The Opportunity
The Senior Client Tech Support Specialist is responsible for delivering high-quality operational support to retailers by managing complex support cases, coordinating issue resolution across multiple teams, and ensuring service commitments are met. The role serves as a key operational contact for retailer support activities, providing expertise across platform, payments, logistics, checkout, and integration-related issues.
The role serves as a key operational contact for retailer support activities, providing expertise across platform, payments, logistics, checkout, and integration-related issues. Working closely with Client Success, Product, Engineering, Customer Service, Logistics, and Payments teams, the Senior Client Support Specialist ensures a consistent client experience while contributing to process improvements and operational excellence.
What You'll Own
Client Support & Issue Management
- Own the end-to-end lifecycle of support cases, including incidents, service requests, and change requests.
- Investigate, troubleshoot, and coordinate resolution of complex retailer issues.
- Manage escalations across internal teams while maintaining clear ownership and accountability.
- Provide timely, accurate updates to retailers and internal stakeholders throughout the support process.
- Act as a key point of contact for Level 2 support queries relating to payments, logistics, checkout, integrations, and platform functionality.
- Maintain accurate case records and clear audit trails within support systems.
SLA Management & Service Quality
- Monitor support cases against agreed service level agreements and escalation thresholds.
- Proactively identify risks to SLA achievement and coordinate appropriate actions.
- Deliver clear, professional, and client-focused communication throughout issue resolution.
- Support the continuous improvement of support processes, documentation, and knowledge management resources.
- Contribute to maintaining high standards of service quality and operational consistency.
Retailer Operations & Reporting
- Prepare ticket summaries, operational updates, and trend analysis for retailer reviews and operational meetings.
- Monitor open cases by priority, severity, ageing, and business impact.
- Support reporting activities and maintain operational dashboards where required.
- Identify recurring issues, trends, and root causes and recommend corrective actions.
- Contribute insights that improve retailer support performance and operational effectiveness.
Cross-Functional Coordination
- Collaborate with Client Success, Product, Engineering, Logistics, Payments, and Customer Service teams to resolve retailer issues.
- Coordinate investigations involving multiple stakeholders or systems.
- Ensure actions, dependencies, and ownership are clearly documented and tracked.
- Facilitate communication between stakeholders to drive efficient issue resolution.
Continuous Improvement
- Identify opportunities to improve support workflows, escalation paths, tooling, and operational processes.
- Contribute to SOPs, process documentation, and knowledge articles.
- Support onboarding activities for new retailers and transition into BAU support.
- Share knowledge and best practices to enhance team capability and service delivery.
What We're Looking For
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Proven success in a client support, service delivery, operations, or technical support environments.
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Ability to manage complex support cases, investigations, and escalations in SLA-driven environments.
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Exposure to ecommerce, payments, logistics, retail technology, or digital commerce solutions is an advantage
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Strong incident management, prioritization, analytical, and problem-solving skills.
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Ability to assess technical and operational issues, identify business impact, and communicate clearly with both technical and non-technical stakeholders.
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Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment.
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Strong relationship-building, stakeholder management, and communication skills.
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Data-driven mindset with the ability to interpret trends, identify root causes, and leverage operational reporting to inform decision-making.
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Hands-on experience with ticketing platforms such as ServiceNow, Salesforce, Zendesk, Jira Service Management, or similar tools.
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Familiarity with CRM systems, reporting tools, and operational dashboards.
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Comfortable navigating multiple systems and collaborating across cross-functional teams to resolve issues efficiently.
About ESW
Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.
Guided by our values - Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.
Why Join Us?
- Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
- Healthcare: Enjoy an annual healthcare allowance of €1,500 and access to our trusted partners, Laya Healthcare and Irish Life Health, giving you the freedom to use your benefits in the way that suits you best.
- Future-ready Financial Security: Plan confidently for tomorrow with our pension scheme, offering contribution options of 3.5% or 6.5%. Once you complete probation, ESW will proudly match your contributions up to 6.5%. We also offer life insurance at four times your annual salary.
- Protection & Peace of Mind: From your very first day, you’re covered with life assurance and income protection, ensuring you feel supported no matter what life brings.
- Emotional & Mental Support: Your personal wellbeing is a priority. Our Employee Assistance Programme provides access to counselling and therapy services whenever you need them.
- Fitness & Lifestyle Perks: Stay active your way with a reduced-rate Flyefit membership and no joining fee, or take advantage of our Cycle to Work Scheme to purchase a tax-free bike.
- Smart Commuting: Save on your daily journey with the Tax Saver Scheme, offering discounted public transport tickets to make commuting easier and more cost-effective.
- Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
- Hybrid working: Enjoy the best of both worlds with 2–3 days in our office in the center of Dublin, and 2–3 days working from the comfort of your home.
- Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.
ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.
If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.
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Skills
JiraSalesforceServiceNowCustomer Service