About Origina
Origina is a rapidly growing global challenger technology company on a mission to stop unnecessary technology change by helping enterprises to extend, protect and enhance their software assets. We believe organisations should be free to run their systems for as long as they choose - without being pushed into costly, unwanted upgrades that don’t align with their strategy, so we step in to provide an alternative from the original vendor.
We’re scaling fast, with a clear path to €0.5 billion in the next five years, and expanding our presence across Europe, the US, and Australia. As a leading force in independent enterprise software support, we help the world’s largest organisations take back control of their technology roadmap and unlock genuine commercial freedom.
If you’re energised by growth, excited by change, and motivated to help customers challenge long-standing industry norms, this is the team to join. At Origina, you’ll be part of a bold, fast-moving global business where your impact will be felt immediately.
The Role
- Technical Support: Provide tier 1 world-class technical troubleshooting and support for globally based clients. Ensure that customers are kept informed and updated throughout the ticket lifecycle.
- Customer Follow-Up: Follow up with customers to ensure their issues are satisfactorily addressed and resolved.
- Problem Identification: Ensure understanding of underlying IT issues and identify what needs to be done to resolve problems effectively.
- Issue Management: Manage and track all support issues, ensuring the appropriate technical individuals or teams are identified and informed for resolution.
- Customer Satisfaction: Ensure customer satisfaction when handling incidents by actively supporting the customer and keeping them updated throughout the incident lifecycle.
- Service Level Agreements: Adhere to all service level agreements when managing multiple incidents.
- Client Documentation: Ensure client documentation (site reports, project documentation, user manuals, etc.) is kept on the shared drive and is up to date.
- Professionalism: Consistently uphold a professional demeanour to preserve and enhance Origina’s world-class reputation in the marketplace.
- Time Management: Manage your own timekeeping in accordance with company rules and regulations.
- Team Participation: Participate as a team member in an environment based on open communication, trust, creative thinking, and cohesive team effort.
- Continuous Improvement: Maintain a mindset of continuous improvement through working practices and customer satisfaction.
- Learning and Development: Proactive approach to learn and develop individual skills and abilities with the support of the senior technical team.
About You
- 2+ years of tech support experience is required
- Fluency in English and Spanish
- Excellent Technical Awareness with common software/hardware
- Excellent written and verbal communication skills
- Customer-first mentality and positive attitude
- Great team-player willing to go the extra mile for the customers and the Origina team
- Ability to demonstrate our values of Fairness, Trust, Relationships & Opportunities
- Be able to work shifts and provide out of hours cover as necessary
What we offer
- Competitive compensation that rewards achievement
- Hybrid, flexible working model
- Family Health, Dental & Vision Insurance from day 1
- Life insurance & Income Protection
- 23 days Annual Leave plus 2 company days with additional days earned based on your tenure
- Generous Maternity & Paternity leave policies
- 6% Pension match
- €200 annual wellness benefits
- €1,000 professional development benefit
- Flexibility of working remotely from anywhere for up to 4 weeks per year
- A dedicated Volunteer Day to give back to your community and support meaningful causes
- Employee Assistance Programme
- An inclusive environment with regular events organised by Engagement, and Diversity Committees
Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you! At Origina, the most important ingredient for us is our culture fit and recognising those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.
Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
By submitting your application, you agree that Origina may collect your personal data for recruiting, global organisation planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina’s use of your personal information.