Senior Customer Support Specialist

Senior Customer Support Specialist
Dublin South 2 Negotiable Ref:

Job Description

My Dublin South based client is recruiting for a Customer Support Specialist to join the team. This role is on a permanent basis.

My Dublin South based client is recruiting for a Customer Support Specialist to join the team. This role is on a permanent basis.

The successful candidate should come from a Customer Support background and previously worked in a Helpdesk / Call centre environment. This is a great opportunity to progress within the company and get into a lead / managerial role. The Senior Technical Support Specialist is the first point of contact for Business support customers and assists customers in determining faults, provides resolutions on technical and service issues.

Job Responsibilities

  • Provides first-level business support on Supplied software & hardware applications
  • Provide email and phone-based technical support for customers
  • Identifies and resolves issues affecting customer client systems
  • Uses troubleshooting techniques and tools to identify technical defects/issues
  • Assumes a proactive role in technical support by identifying known problems and documenting resolutions

Experience Required

  • Possesses comprehensive knowledge and develops Subject Matter Expertise knowledge on multiple client products by pro-actively developing own skills, with a commitment to transferring and sharing knowledge within the team
  • Escalates service calls in line with documented SLA guidelines and procedures
  • Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
  • Clearly logs and tracks details of solutions provided to resolve customer issue (logs all telephone calls, emails and call-backs) maintaining and updating customer database
  • Escalates problems in line with documented procedures, as appropriate
  • Maintains comprehensive knowledge of product line and service offerings along with future industry products and technologies

Essential and Desirable Skills

  • A strong analytical ability is required in order to resolve technical issues
  • In-depth knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
  • Excellent interpersonal skills
  • Excellent telephone and customer handling skills

Educational Requirements

Computer Degree or relevant experience

Working Hours / Benefits

  • 40 Hour working week
  • Annual Leave
  • Flexi Time
  • Pension
  • Healthcare – Group Scheme Discount

 

Consultant Details

Nicola Byrne's Profile Picture
Name: Nicola Byrne
Title: Senior IT Recruitment Consultant
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