Customer Support Specialist (+Spanish Speaking)

Due to phenomenal growth we are seeking a Bilingual Customer Support Specialist to handle Tier I support and client relationships by answering Support calls from our clients resolving issues and ensuring all appropriate follow up to confirm complete client satisfaction. Our support team works closely with both our Customer Success Team and our ProdOps team to ensure speedy resolution of all issues and you must be extremely proficient in articulating with both technical and non-technical staff and users.

The primary attribute we are looking for is excellent customer service skills with superb communication skills who has a passion for helping people and who is unflappable under pressure. You will have a commitment to offer the best customer service possible and the self-confidence to work with senior executives across the globe.

This role operates on a hybrid working model. You will work from home on Mondays and Fridays and from the office on Tuesdays Wednesdays and Thursdays. Working hours are 2:00pm 11:00pm BST.

The position is Monday to Friday with a requirement to work one weekend per month starting at 7:00am.

This role is open to candidates in Galway or London.

Regrettably we are unable to provide visa sponsorship for this role so applicants must have the right to work in the country where they reside.

• Interact with customers to provide and process information in response to inquiries concerns and requests about products and services;
• Gather customers information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical and software issues involving internet connectivity login problems and more;
• Research required information using available resources;
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications;
• Redirect problems to appropriate resource;
• Accurately process and record call transactions using a computer and designated CRM software;
• Offer alternative solutions where appropriate with the objective of retaining customers and clients business;
• Organize ideas and communicate oral messages appropriate to listeners and situations;
• Follow up and make scheduled call backs to customers where necessary;
• Stay current with system information changes and update

• Bilingual in Spanish and English language
• 2 years experience of phone based Software Application/Technical Support supporting end users
• Working knowledge of Windows OS

• Superb communication and customer handling skills
• Ability to think on your feet in a highly demanding and fast moving environment
• Excellent communication skills
• High level of resilience and a positive attitude when faced with adversity

• Salesforce experience

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About Us

Diligent is the AI leader in governance risk and compliance (GRC) SaaS solutions helping more than 1 million users and 700000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk build greater resilience and make better decisions faster.

Learn more or follow us onLinkedInandFacebook

What Diligent Offers You

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people.Diligent offers a flexible work environment global days of service comprehensive health benefits meeting free days generous time off policy and wellness programsto name a few
• We have teams all over the world. We may be headquartered in New York City but we have office hubs in Washington D.C. Vancouver London Galway Budapest Munich Bengaluru Singapore and Sydney.
• Diversity is important to us. Growing maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team facilitate dialogue and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology insights and connections they need to drive greater impact and accountability to lead with purpose. Our employees are passionate smart and creative people who not only want to help build the software company of the future but who want to make the world a more sustainable equitable and better place.

Headquartered in New York Diligent has offices in Washington D.C. London Galway Budapest Vancouver Bengaluru Munich Singapore and Sydney. To foster strong collaboration and connection this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations you will be expected towork onsite at least 50% of the time.We believe that in-person engagement helps drive innovation teamwork and a strong sense of community.

Diligent is proud to be an equal opportunity employer. We do not discriminate based on race color religious creed sex national origin ancestry citizenship status pregnancy childbirth physical disability mental disability age military status protected veteran status marital status registered domestic partner or civil union status gender (including sex stereotyping and gender identity or expression) medical condition (including but not limited to cancer related or HIV/AIDS related) genetic information or sexual orientation in accordance with applicable federal state and local also consider qualified applicants regardless of criminal histories consistent with legal requirements. See alsoDiligentsEEO PolicyandUS EEOCs Know Your Rights. We are a drug free workplace.

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability you may contact us at