Redfaire is Recruiting a Junior Functional Support Consultant

About the Company

Redfaire is a fast-growing, international technology company headquartered in Limerick City. Redfaire
implements, optimises and supports users of Oracle ERP. Our goal is to transform the way our
clients do business by developing and implementing IT solutions that create value, drive innovation,
and reduce overall costs.
We are problem solvers and trusted advisors and are committed to developing long-term, mutually
beneficial partnerships with our customers. Our customers work in many industries and range from,
large-scale multinationals to ambitious SMBs. What our customers have in common is the strategic
use of technology to build a sustainable competitive advantage.

Role Description:
The Junior Functional Support Consultant will be responsible for supporting and maintaining JD
Edwards systems for our global customer base, liaising with 3rd party as well as internal resources to
ensure optimum application performance is achieved.
The candidate should have excellent verbal & written communication skills in English & proven
analytical and problem-solving skills. The candidate will also need the ability to work in a remote team
environment.
Due to the expansion of our global customer base, we may require the candidate to support
timezones across the APAC or AMERICAS regions.

Responsibilities:
Provide first line support for Oracle JD Edwards (JDE) users and ensure service level agreements
with customers are met.
Troubleshoot issues efficiently and be able to identify how best to restore normal service operation as
quickly as possible.
Create functional solutions based on defined business requirements.
Report software bugs to 3rd party software provider on behalf of the customer.
Liaise with internal applications team/external suppliers to ensure application fixes and changes meet
the business requirements and are delivered on time.
Identify training opportunities for customers based on root cause analysis or identification of recurring
issues.
Ensure that JDE application issues reported are being dealt with in a timely manner according to
prioritisation and communicate effectively on the status of issues being dealt with.
Work as part of the functional support team and escalate incidents as necessary in a timely manner.
Provide first level support for logged requests from help desk and other service delivery staff.
Troubleshoot and investigate problems and gather information to facilitate resolution of problem
Monitor and update IT Service Management systems in line with agreed SLAs.
Raise new support tickets based on information received from customers or update existing tickets.
Liaise with other support consultants and other internal departments including the technical support
and development teams.
Qualifications, Skills & Experience:
Relevant 3rd level qualification or equivalent.
Excellent (English) communication skills, both verbal & written.
Empathetic and patient approach to both customers and colleagues.
Technical competence with proven analytical skills.
Customer Service experience – ideally in a helpdesk environment.
Systematic approach to problem resolution.
Ability to work independently under one’s own initiative whilst being part of a team.
Proven ability to be adaptable and to respond to constantly changing demands.
Ability to work under pressure & to prioritize.
Recognise the importance of customer service and strive to deliver high standards.
Working knowledge of Microsoft products such as Word, Excel, PowerPoint, Outlook.
Knowledge of Oracle or ERP systems in general would be desirable but not essential.

To apply:
Please send your CV to careers@redfaire.com with your name and ‘Junior Functional Support
Consultant’ in the subject field.

Job Details:
• Position: Junior Functional Support Consultant

• Full-time, Permanent role

• Location: This role will be based in our Shared Service Centre in Limerick, Ireland. We are
currently operating a hybrid structure (2 days in office, 3 days remote)