About the Job:

Lifebyte Systems is seeking a highly motivated and experienced Project Management Specialist to join our team. As a Project Management Specialist, you will play a critical role in overseeing and managing projects from initiation to completion. You will collaborate with cross-functional teams, including software development, engineering, and quality assurance, to ensure successful project delivery.

Key Responsibilities:

• Lead and manage projects, ensuring they are delivered on time, within budget, and meet quality standards.
• Develop detailed project plans, including timelines, resource allocation, and deliverables.
• Collaborate with stakeholders to gather project requirements and ensure alignment with business objectives.
• Identify and manage project risks, providing proactive solutions to mitigate impacts.
• Effectively communicate project progress, risks, and issues to stakeholders and senior management.
• Coordinate and prioritize tasks and resources to meet project deadlines.
• Facilitate meetings and workshops to gather input, drive decision-making, and resolve conflicts.
• Ensure adherence to project management best practices and methodologies.
• Continuously monitor and evaluate project performance, identifying areas for improvement and implementing necessary changes.

• Bachelor's degree in IT, Computer Science, or related field.
• 1-3years of experience in project management, preferably in the software development industry. PMP or PRINCE2 certification is a plus.
• Strong knowledge of project management methodologies and best practices.
• Experience with project management tools and software.
• Excellent communication, leadership, and problem-solving skills.
• Ability to work well in a fast-paced, dynamic environment.
• Strong organizational and time management abilities.
• Strong attention to detail and ability to manage multiple projects simultaneously.
• Proven ability to collaborate effectively with cross-functional teams.

• Celebrate your tenure with us! Receive generous milestone anniversary gifts that grow with each year of service.
• Join a vibrant workplace culture with fantastic team-building activities, fostering camaraderie and collaboration among colleagues.
• Prioritize your well-being! Access our Flexible Spending Account (FSA) for various health and wellness needs.
• We support you during difficult times. Receive one additional paid day off for each occasion of family bereavement.
• Cherish life's milestones. Enjoy paid time off for your marriage occasion.
• Welcome your newest family member with a special gift!
• Invest in your growth! Access annual training opportunities tailored to your role.

About Us 

Fenergo is the leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management and fintech firms onboard and manage clients throughout their client lifecycle.  

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.  

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax and prudential regulations across 120+ jurisdictions. Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates. 

What Does This Role Entail? 

The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your Responsibilities  

User Support

• Respond to user inquiries via phone, email, or helpdesk ticketing system.
• Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues.
• Assist users with password resets, account unlocks, and basic software installations.
• Guide users through step-by-step solutions for common technical issues.
• Escalate complex issues to higher-level IT staff or specialized support teams as necessary.

Incident Management

• Log and track all incoming support requests in the helpdesk system.
• Prioritize and categorize issues based on severity and impact.
• Ensure timely resolution of incidents according to established SLAs (Service Level Agreements).

Technical Troubleshooting

• Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals.
• Assist with basic network troubleshooting, including connectivity issues and VPN access.
• Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company.
• Maintain and update technical documentation and user guides.

System Maintenance and Monitoring

• Perform routine checks on systems and applications to ensure they are functioning correctly.
• Assist in deploying software updates, patches, and system upgrades.
• Monitor system alerts and respond to potential issues proactively.
• Assist with setting up and configuring new hardware and software for end-users.

User Education

• Provide end-user training on common IT tools and best practices.
• Develop and distribute knowledge base articles, FAQs, and other self-help resources.
• Promote cybersecurity awareness and best practices among users.

Reporting and Documentation

•  Maintain detailed records of all support requests and resolutions.
• Identify recurring issues and report them to the Helpdesk Manager for further investigation.
• Contribute to the development and improvement of helpdesk processes and procedures.

Key Expectations 

Required:  

• 2-4 years of experience in a helpdesk or IT support role.
• Experience with helpdesk ticketing systems and remote support tools.
• Understanding of computer hardware, operating systems (Windows, macOS), and common software applications Microsoft 365 EcoSystem.

Preferred:  

• Cloud Platforms: Knowledge of AWS Services an advantage.  

• SQL and Data Analysis: Proficiency in SQL, excel, Power BI and other data analysis tools.  

• Industry Experience: 1-2 years previous experience in a similar role within a tech or SaaS company.  
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work well under pressure and manage multiple tasks simultaneously.
• Customer service orientation with a focus on user satisfaction.
• Basic knowledge of networking concepts (e.g., IP, DNS, DHCP) and common IT infrastructure.

Educational Background:  

• High School Diploma or equivalent; Associate’s Degree in Information Technology or related field is a plus.

Our Promise To You  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 

• Outcomes: Drive Success in every engagement  

• Respect: A collective feeling of inclusion and belonging 

• Excellence: Continuously raising the bar 

• Private healthcare cover 

• 23 days annual leave 

• 3 company days 

• Annual bonus opportunity 

• Work From Home set-up allowance 

• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 

• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more 

• Buddy system for all new starters 

• Collaborative working environment 

• Extensive training programs, classroom and online, through ‘Fenergo University’ 

• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 

• Defined training and role tracking to allow you see and assess your own career development and progress. 

• Active sports and social club 

We are looking for a Customer Care Specialist to join our team. 
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. 

Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.

About the Role:

• Handle customer interactions via inbound and outbound calls, ensuring excellent customer service.
• Accurately and timely complete outputs from fraud detection systems, addressing all alerts and fraud cases as needed.
• Liaise with merchants, Visa, and internal departments to assist in the mitigation of fraud
• Proactively analyse transactional data to identify fraud trends and risks.

At the core of the role is fantastic service, and a drive, desire and passion to create amazing outcomes for our customers. The Service Desk Support Team is the first touchpoint for all Technology related calls and tickets. Reporting to the Service Desk Team Leads, your ability to work under pressure, troubleshoot and diagnose issues coupled with great communication will be key to your success.

Key Duties

• Ensure all calls are answered within a specified period
• Provide a first-class service through to resolution within agreed SLAs
• Document and maintain accurate records of support activities and troubleshooting
• Assist in investigating, analysing and resolving hardware problems including performing hardware repairs, maintenance, technical assistance and support on all computing equipment and peripherals
• Carry out activities related to user account management such as creating, changing and deleting user accounts
• Troubleshoot and resolve issues related to network and printers
• Provide remote and on-site support as required by the business