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Customer Support Representative

1 month ago

Galway, Galway, Ireland OneTouch Telecare Full time
Customer Support RepresentativeWe 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 RequirementsEssential
  • 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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