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Bright

Customer Support, Tax

Bright

Customer Support Executive providing technical assistance on tax software to enhance user experience. Handling support queries and collaborating across departments for seamless, user-focused solutions.

Posted 4/22/2026full-timeDuleek • 🇮🇪 IrelandJuniorMid-LevelWebsite

Tech Stack

Tools & technologies
Cloud

About the role

Key responsibilities & impact
  • - Offer direct customer service and technical support to users through phone and email on our award-winning software solution.
  • - Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues for end-users.
  • - Assisting colleagues from other departments in technical / software related queries.
  • - Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/members.
  • - Making sure all support queries are logged as tickets within our Service portal in Zendesk.
  • - Educating end-users about new systems, developments and bug fixes.
  • - Supporting customers through software migration journeys, helping them transition to Bright's cloud-hosted platform with minimal disruption to their business.
  • - Engage in knowledge management processes by creating, maintaining, and sharing support articles and guidance materials.
  • - Embracing AI-powered tools to enhance the efficiency and quality of customer support, including intelligent search, automated ticket categorisation, and AI-assisted knowledge base development.

Requirements

What you’ll need
  • - 2 years customer support experience.
  • - Bachelor’s qualification in a related area.
  • - Experience with supporting windows & SaaS applications.
  • - Strong communication skills, particularly phone and listening skills.
  • - Customer orientated, eager to go the extra mile to assist customers.
  • - Excellent phone manner with the ability to engage and build rapport with customers.
  • - Ability to work under pressure and in a changing environment.
  • - Strong IT proficiency, including confidence working with SaaS platforms and digital tools.
  • - A curiosity about how AI and automation tools can improve the way you work, with an openness to adopting new technologies as they evolve within our support environment.
  • - Positive attitude with a can-do approach.

Benefits

Comp & perks
  • - Performance based bonus
  • - 25 days annual leave
  • - Company pension of up to 5% company contribution
  • - Health insurance
  • - Life insurance
  • - Hybrid Woking opportunities
  • - Educational Assistance
  • - Family Supportive
  • - Free Parking
  • - Free onsite food
  • - Company Events

ATS Keywords

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Hard Skills & Tools
customer supporttroubleshootingsoftware migrationSaaS applicationsWindows applicationstechnical supportknowledge managementAI toolsautomated ticket categorisationbug fixes
Soft Skills
communication skillscustomer orientationphone mannerrapport buildingability to work under pressureadaptabilitycuriositypositive attitudecan-do approachlistening skills
Certifications
Bachelor’s qualification