Technical Support L2

MetaCompliance is in search of a 2nd Level Customer Support Agent to become a valuable member of their Customer Support Team. In this role, you'll work with a skilled team to solve technical issues for our customers. We need someone dedicated to providing great customer service with a strong technical background.

At MetaCompliance, we offer a cloud-based SaaS solution to help organizations safeguard their staff online, secure vital information, and prevent reputational harm. As a Level 2 agent, you'll provide technical support for our in-house developed software. We value your current technical knowledge and eagerness to learn, and with a team of like-minded individuals, we'll help you establish a solid foundation for a career in IT.

   
The job in two bullets: 

  

Join us in our dedication to customer service excellence. Our goal is to achieve high levels of customer satisfaction in all our endeavours. As a key part of MetaCompliance, you will be the initial point of contact for well-known brands in a professional business-to-business environment. Our commitment to exceptional customer service sets us apart and has earned us awards. Just check our G2 reviews to see how deeply rooted this commitment is at MetaCompliance.

Put your technical skills to use by addressing customer queries and challenges. Manage and prioritize support tickets, actively contributing to resolving technical issues by sharing your expertise. Your technical knowledge will play a vital role in maintaining our award-winning service.

  

​Responsibilities:

• Providing excellent customer service, ensuring customers are answered in a timely and professional manner
• Serving as a primary point of contact for technical onboarding implementations, facilitating seamless integration with third-party systems.
• Arranging calls with customers to help resolve technical issues or queries
• Mentoring other members of the Customer Support Team; sharing knowledge and working collaboratively.
• Operating under pre-defined SLAs (Service Level Agreements)
• Creation of comprehensive knowledge articles for both customers and internal peers

Requirements:

• Minimum 2 years experience in a similar Customer Support Role
• Demonstrated experience in using service desk ticketing systems
• Demonstrated knowledge and experience in working with cloud-based email management systems (Microsoft Defender, Mimecast, Proofpoint etc)
• Working experience with Microsoft Azure; namely Application Insights, Entra ID and API Management Services
• Sound knowledge of the use of SQL for database management
• Experience in working with Amazon Web Services (AWS) SES
• Problem-solving skills with a focus on continuous improvement of processes
• Ability to troubleshoot complex technical issues independently while working in a fast-paced and dynamic environment

Qualifications:

• Relevant third level qualification

Desirable:

• Bachelor’s degree in Information Technology or other related field

• ITILv4 Foundation certified

• Azure Fundamentals (AZ-900)

   

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​ Sounds interesting? Let’s try and put you off!

• Working at MetaCompliance is not everyone’s cup of tea. We believe that to create product with personality and impact you must strive harder and push boundaries. We want our people to do the same.
• As an ambitious private-equity backed technology leader we are scaling our organisation at pace whilst delivering quality solutions. That leads to meaningful challenges. Our teams accept these challenges as a part of the journey and thrive on the energy. We won’t get everything right, so you’ll need to be flexible and resilient as we navigate our path as a team.
• We're directly competing against the biggest player in the Security Awareness Training market – a huge, publicly listed, American company. They have more money and more people, so we need to work harder, be smarter, more nimble and take more risks to have impact. Think David vs Goliath

​If you are excited by the position and fit the applicant profile above, please submit your CV via the link provided. 

  

Statement on Fair Employment and Equal Opportunities: 

  

MetaCompliance Ltd wishes to ensure equal opportunity is given to all job applicants.  This company will not discriminate on the grounds of race, gender (including gender reassignment status), sexual orientation, religious belief, political opinion, marital status, age or disability. 

  

Applicants should note MetaCompliance Ltd complete Access NI background checks on all candidates offered a position.