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Technical Support Specialist

2 weeks ago

Galway, Galway, Ireland TN Ireland Full time
About the Role

We are seeking a skilled Technical Support Specialist to join our team in Galway. As a key member of our support team, you will be responsible for providing exceptional customer service and resolving technical issues.

Key Responsibilities:
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
  • Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
  • Diagnose and resolve technical and software issues involving internet connectivity, login problems and more.
  • Identify and escalate priority issues per Client specification - Redirecting problems to appropriate resources.
  • Accurately process and record call transactions using a computer and designated CRM software.
  • Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business, researching solutions using available resources.
Requirements:
  • Experience of phone-based Software Application/Technical Support or call centre experience supporting end users.
  • Exceptional written and verbal communication skills in English are required, and advanced to fluent level in French.
  • Working knowledge of Windows OS.
  • Proven problem-solving skills and technical aptitude.
  • Superb communication and customer handling skills.
  • Ability to think on your feet in a highly demanding and fast-moving environment.