Position: Entry level

Job type: Full-time

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Job content

Our client is seeking a highly motivated and customer-focused individual to join their team as a Level 1 Technical Support Specialist. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for helping others resolve technical issues. As a Level 1 Technical Support Specialist, you will be the first point of contact for customers seeking technical assistance, providing prompt and effective support while maintaining a positive and professional demeanour.

Our client is a go-to end-to-end IT service provider, delivering tailored, cost-effective, and cybersecurity-focused solutions across Ireland and the UK.

Key Responsibilities:

Customer Support:

  • Respond to customer inquiries and provide technical assistance via phone, email, or chat in a timely and professional manner.
  • Troubleshoot and resolve basic hardware and software issues for customers.
  • Walk customers through step-by-step solutions, guiding them to resolve technical problems.

Ticket Management:

  • Accurately document customer interactions and issue resolutions in the ticketing system.
  • Prioritize and escalate tickets as needed to ensure a timely resolution.

Knowledge Base Maintenance:

  • Contribute to the development and maintenance of the company’s knowledge base by documenting common issues and solutions.

Collaboration:

  • Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues.
  • Communicate effectively with other departments to ensure seamless customer support.

Continuous Learning:

  • Stay up-to-date on product knowledge and industry trends to provide accurate and relevant support.
  • Actively participate in training sessions and workshops to enhance technical skills.

Qualifications:

  • Relevant technical certifications or coursework a plus.
  • Proven customer service experience, preferably in a technical support role.
  • Strong problem-solving skills and the ability to think critically under pressure.
  • Excellent communication skills, both verbal and written.
  • Basic understanding of computer hardware, software, and operating systems.
  • Familiarity with remote desktop tools and ticketing systems.

Attributes:

  • Customer-focused attitude with a genuine desire to assist others.
  • Patient and empathetic demeanour, especially when dealing with users facing technical challenges.
  • Ability to work independently and collaboratively in a team environment.
  • Strong organizational skills with attention to detail.

This is a full-time position based in the Killarney office. The role may require occasional evening or weekend work to accommodate customer needs.

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Deadline: 16-04-2024

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