Customer Support Representative

3 weeks ago

Galway, Galway, Ireland Onetouch Telecare Full time

Customer Support Representative
We are currently seeking an experienced Customer Support Representative to drive a seamless customer experience that creates positive sentiment for our system.
Salary: DOE
Duration: Full time, permanent
Location: Galway, Ireland
Department: Support
In this role you will develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.
Maintain accurate records of customer interactions and steps taken to resolve issues.
End-to-end resolution of all end user generated queries.
Key Responsibilities
Be the first point of contact for all customer queries in a timely and accurate way, via Zendesk, email or phone.
Identify customer needs and provide guidance on general system navigation and usage.
Investigate and troubleshoot any reported service disruptions from the end user base
End-to-end ownership of all end-user queries
Engage with all end users through the appropriate support channel e.g., Teams call.
Qualify and escalate complex issues to the customer support Team Lead to ensure rapid support.
Proactively take steps to enhance the customer experience.
Share relevant customer feedback to help us improve our offerings.
Fulfil all customer support related goals and objectives for the year.
Cooperate in periodic spot checks and reviews.
Provide backup to the Implementation Team when required.
Support on call duties (evenings and weekends) when required.
Undertake any other duties that may reasonably be assigned to you by Management from time to time.
Specific Skill Requirements
Essential
Proficient level of digital literacy
Previous experience in Customer Facing environment.
Strong written and verbal communication skills
Friendly and empathetic demeanour
Ability to Multi-task and prioritise workload.
Excellent Time Management skills
Excellent attention to detail
Desirable
Qualification in Business or IT related discipline
Background in Care Delivery
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