Impact
As a Technical Support Specialist you thrive on Client Satisfaction and deliver with precision. You see opportunities where others see challenges.
Build. Deploy. Bridge. Grow.
In this role, you’ll join our Technical Support team based out of our office in Dublin City Centre and report to the Operation Manager.
You will be responsible for:
* Delivering excellent Technical Support to internal and external Clients.
* Developing and learning new skills linked to improving hardware, software, solutions and networking knowledge.
* Collaborating with key stakeholders in reviewing and building new processes with a purpose of driving and improving Client experience.
The Job
The role will involve the below key accountability's:
* Maintain a level of productivity based on organisational, team or individual targets that meets or exceeds performance expectations
* Manage the resolution of wide ranging internal and/or external issues within a designated turnaround time whilst remaining mindful of established company standards
* Take responsibility for escalations and issues from investigation through to the final resolution stage and feedback the results to the Operations Manager
* Analyse the root cause of complaints and issues and make recommendations for business improvement
* Identify and recommend improvements in developing Customer Operations systems, processes and service levels
* Be leaders in customer advocacy and champion the customer at every opportunity. Be the Customer Operations face to key stakeholders
* Constantly strive for customer satisfaction, quality targets and service levels. Deal with all levels of Customer Technical complaints or issues and those requiring escalation. Manage the resolution / negotiation of customer issues to minimise cancellations, maximise customer retention and increase
* Work with Operations Managers and Customer Care team on improving the efficiency of business processes and service levels
* Work with management, colleagues and business partners to ensure knowledge is shared and transferred
* Take responsibility for own development, seeking out opportunities for increasing own knowledge base whenever an opportunity arises
Qualifications:
* Minimum of 1 year's experience providing (External) Client help desk telephone support
* Strong written and verbal communication skills are essential
* Demonstrates a high level of ownership and accountability
* Ability to work to tight deadlines and stretch targets
* Previous experience of working in a similar troubleshooting, external Client support role
* Problem solving skills are required ability to analyse and assess the options fully
* Must be able to demonstrate technical competence and confidence
* Networking accreditation preferred (Proxy, Domain, Firewall)
* Fluency in any of the Nordic languages (Danish/Norwegian/Swedish) in addition to English is required for this role.
Key interfaces:
As a Technical Support Specialist you will have broad range of collaboration with external customer; internal departments and Business Partners, this will mainly be by telephone and e-mail.
The Team:
Our passionate and ambitious team delivers innovations that help clients navigate the complex and always evolving world of commerce: from helping them use data to market to the best customers, to enabling the sending of parcels and packages efficiently, to securing payments through statements and invoices. In everything we do, we deliver accuracy and precision to drive meaningful impact. The company is an equal opportunity employer that values diversity and inclusiveness in the workplace
IRC is acting as an Employment Agency in relation to this vacancy.
Email me jobs like this
