Customer Support Representative

3 weeks ago

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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