Job Title: Office & Customer Support Specialist
We are seeking an enthusiastic individual to join our small team as an Office & Customer Support Specialist. This role involves providing support to our customers, engineering and operations team, sales, and accounts.
Key Responsibilities:
* Customer Support:
o Be the primary point of contact for customer communications, ensuring proactive resolution of customer requests.
o Manage the customer support desk for our software product.
o Build and promote strong, long-lasting positive customer relationships.
o Own the service delivery process from order through to installation.
o Contractor and supplier management.
o Stock management, including delivery and shipping management (customs payments, etc.).
o Hardware configuration and management, including asset tagging and SIM management.
o Software setup in line with customer installations or requests.
o Schedule and support site visits for our contractors, including coordination of RAMS.
o Maintain installation records, supplier portal management, and job tracking/scheduling platform.
o Work with technical support to resolve customer issues.
o Ensure timely scheduling, job cost calculation, invoicing, and customer follow-up to ensure customer satisfaction.
o Categorize service issues and work to reduce recurring issues.
* Office Support:
o First point of contact for visitors, clients, and employees (onsite and over the phone).
o Ensure the daily operation of the office runs smoothly and efficiently.
o Health & Safety Coordination with external consultants.
o Provide general administrative support to the team.
o Acept post and deliveries for orders placed.
o Order office, canteen, and cleaning supplies, stocking the fridge, return recycling.
o Gather monthly invoices and log them into portals to ensure these invoices go to finance.
o Bookings & event support.
o Check accuracy of orders and invoices, process and track purchase orders.
o Assist with sales invoicing and supplier payments.
o Develop and adhere to KPIs in line with best practice.
o Be part of a continuous improvement culture.
o Perform ad hoc duties as assigned.
Requirements:
* Fluent in written and spoken English.
* Minimum 4 years' experience working in customer support, administrative or sales/purchasing administration, or office management.
* Strong interpersonal and relationship-building skills.
* Strong organization, planning, and prioritization skills.
* Proven ability to work to deadlines, be adaptable, and multitask.
* Be a team player with a high level of dedication, attention to detail, and be a proactive problem solver capable of working on their own initiative.
* Detailed knowledge of Microsoft Office (Word & Excel) with an emphasis on Excel.
* Comfortable working with technology.
* Ability to perform tasks methodically and consistently.
Working Conditions:
4 days onsite in Limerick & 1 day WFH.
Benefits:
* Competitive pay scale.
* Regular salary/performance reviews.
* Work with a small team.