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Client Support Agent

4 weeks ago

Kildare, Ireland SGS Full time

Company Description

We are SGS- the world’s leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for sustainability, quality and integrity. We have 99,600 employees across our 2,600 offices and laboratories worldwide, working together to enable a better, safer and more interconnected world.

Wherever you are, whatever your industry, our experts worldwide provide specialized solutions to make your business faster, simpler and more efficient.

Based in our office in Naas, Co. Kildare you will be part of a team dedicated to delivering the highest standards of customer care dealing with user queries and remotely supporting customers from our central location.

The Client Support Team will assist our clients by answering phone calls and strictly following scripted IT solutions and when required using remote access to dial into client’s PCs to assist them in solving problems. All work carried out will be logged in the internal ticketing system.

Job Description
  • Support the Team Leaders monitoring service levels ensuring performance targets are achieved.
  • Address incidents and problems escalated from customers over telephone and email.
  • Complete Ticket Logs as part of the resolution process for all queries filling in detail on specific required fields.
  • Ensure a full understanding of SOP’s and Scripts.
  • Be the first line of support for customers regarding equipment and software issues.
  • Escalation of technical issues to 3rd level support in a clear and timely manner.
  • When needed liaise with third party providers and hardware support engineers.
  • Deal with IT issues both locally and remotely across multiple contracts.
  • Report to Clients/ Team Leaders/ and Help Desk Manager progress of various tasks.
  • Manage client complaints in accordance with company procedures, and/or referral to appropriate staff for investigation.
  • Manage confidential information securely and in line with Records Management and Data Protection Policies.
  • Ensure any serious discrepancies, security breaches or any breaches to data is reported immediately to the Operations & Quality Supervisor who will take necessary follow up action.
  • Keep up to date with all training requirements as required in line with SGS Policy & Procedures.
  • Carry out duties arising from other SGS Group activities in Ireland including visits to client premises and support internal staff training when required.
  • Ensure full compliance with the Company’s Code of Integrity & Professional Conduct, and at all times adopt behaviors in accordance with SGS Equality & Diversity policy.
Qualifications
  • Leaving Certificate and/or FETAC 5 skills certificate or greater.
  • A minimum of 1-2 years experience working in a Call Centre or IT related industry.
  • A third-level or IT qualification would be beneficial but not essential.
  • Role requires a resolute and experienced Customer Service / IT Support Agent. A background in providing technical assistance to end-users would be highly beneficial.
  • Fluency in both written and spoken English required for Telephone Support.
  • Strong Analytical and problem-solving abilities.
  • Candidate should be able to work on own initiative and as part of a Team.
  • Candidate should have an excellent attention to detail, regardless of deadlines and Service Levels.
  • Microsoft, or another technical certification a plus.
  • Valid EU work Visa or eligible to work in Ireland.
  • Excellent oral and written communication skills.

On occasion, it may be required to travel to alternative company offices for business or technical reasons.

Operational hours are 07:30 – 18:00 Monday to Friday, 08:00 – 12:00 Saturday on a rotational shift.

Additional Information

An overview of some of the benefits available:

  • Comprehensive training program.
  • Progression Opportunities.
  • Pension.
  • 22 days annual leave.
  • Annual Tax Saver Tickets for Rail, Bus and Luas.
  • Bike to Work Scheme.
  • Employee Assistance Program.
  • Digital Wellness Platform.

To apply please submit your CV.

Seniority level

Entry level

Employment type

Full-time

Job function

Customer Service

Industries

Retail Office Equipment, Consumer Services, and Oil and Gas

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