Job Title: Customer Service/IT Support Agent
Description:
As a valued member of our Client Support Team, you will play a vital role in delivering exceptional customer care to our clients. Your primary responsibility will be to provide technical assistance to end-users via telephone support, ensuring that their issues are resolved promptly and efficiently.
You will work closely with our Team Leaders to monitor service levels, address incidents, and maintain a thorough understanding of Standard Operating Procedures (SOPs) and scripts. Your excellent analytical and problem-solving skills will enable you to identify and resolve IT issues, both locally and remotely, across multiple contracts.
In addition to your technical expertise, you will possess excellent communication skills, enabling you to liaise with third-party providers, hardware support engineers, and clients effectively. Your ability to work independently and as part of a team will be crucial in meeting the demands of this role.
The ideal candidate will have a minimum of 1-2 years of experience working in a call center or IT-related industry, with a strong background in providing technical assistance to end-users. A third-level or IT qualification is beneficial but not essential. Fluency in both written and spoken English is essential for telephone support.
Responsibilities:
* Provide technical assistance to end-users via telephone support
* Monitor service levels and address incidents with Team Leaders
* Maintain a thorough understanding of SOPs and scripts
* Liaise with third-party providers, hardware support engineers, and clients
* Resolve IT issues, both locally and remotely, across multiple contracts
Requirements:
* Dedicated and experienced Customer Service/IT Support Agent
* Background in providing technical assistance to end-users
* Fluency in both written and spoken English
* Strong analytical and problem-solving skills
* Ability to work independently and as part of a team
* Excellent attention to detail
Benefits:
* Comprehensive training program
* Progression opportunities
* Pension
* 22 days annual leave
* Annual Tax Saver Tickets for Rail, Bus and Luas
* Bike to Work Scheme
* Employee Assistance Program
* Digital Wellness Platform
About Us:
We are SGS, the world's leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for sustainability, quality and integrity. Our experts worldwide provide specialized solutions to make your business faster, simpler and more efficient. Based in our office in Naas, Co. Kildare, you will be part of a team dedicated to delivering the highest standards of customer care.