Help Line technical support analyst

4 weeks ago

Cork, Cork, Ireland eir evo talent Full time
Help Line Technical Support Analyst (EET6512)

Location: Cork, Ireland
Sector: IT
Salary: Apply for details

Job Type: Contract – 6+ months
Location: Cork – Onsite

The Role

  • Provide technical support to client employees and contractors via phone, chat, and/or email.
  • Provide a high level of customer service and professionalism in accordance with client policies, practices, and expectations.
  • Diagnose and troubleshoot technical issues according to client expectations.
  • Document issues, troubleshooting steps, and resolutions in the ticketing system.
  • Advocate for the caller. Own the issue and facilitate technical support from the initial contact to resolution.
  • Escalate unresolved complex issues to appropriate support teams.

Key Qualifications

  • Excellent customer service skills.
  • Strong troubleshooting and problem resolution skills, with the ability to probe, isolate, and diagnose problems without scripted documentation.
  • Excellent English-language oral and written communication skills.
  • Excellent telephone, chat, and email etiquette.
  • Excellent time management and multi-tasking skills.
  • Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment.
  • Ability to maintain composure and customer-service focus in stressful situations.
  • Motivation and ability to work as part of a distributed team.
  • Conceptual understanding of IP networking and basic network troubleshooting skills.
  • Conceptual understanding of multi-tiered and web-based information systems architecture.
  • Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV.
  • Experience troubleshooting macOS and iOS operating systems.
  • Experience using an IT service management or CRM system for tracking technical support cases.
  • Experience using a knowledge base system.

Candidates should hold appropriate RTWs for Ireland i.e. Stamp 1G, Stamp 4, Irish/British/EU passport.

For more information please apply here or contact Agnes Reena at agnes.reena@eirevo.ie or 0858564199.

eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital/civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation, or disability. eir evo talent applies all relevant Data Protection laws when processing your Personal Data.

If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent.

Ref: EET6512

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