Our client is seeking a highly motivated and customer-focused individual to join their team as a Level 1 Technical Support Specialist. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for helping others resolve technical issues. As a Level 1 Technical Support Specialist, you will be the first point of contact for customers seeking technical assistance, providing prompt and effective support while maintaining a positive and professional demeanour.
Our client is a go-to end-to-end IT service provider, delivering tailored, cost-effective, and cybersecurity-focused solutions across Ireland and the UK.
Key Responsibilities:
1. Customer Support:
1. Respond to customer inquiries and provide technical assistance via phone, email, or chat in a timely and professional manner.
2. Troubleshoot and resolve basic hardware and software issues for customers.
3. Walk customers through step-by-step solutions, guiding them to resolve technical problems.
2. Ticket Management:
1. Accurately document customer interactions and issue resolutions in the ticketing system.
2. Prioritize and escalate tickets as needed to ensure a timely resolution.
3. Knowledge Base Maintenance:
1. Contribute to the development and maintenance of the company’s knowledge base by documenting common issues and solutions.
4. Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues.
5. Communicate effectively with other departments to ensure seamless customer support.
6. Stay up-to-date on product knowledge and industry trends to provide accurate and relevant support.
7. Actively participate in training sessions and workshops to enhance technical skills.
Qualifications:
1. Relevant technical certifications or coursework a plus.
2. Proven customer service experience, preferably in a technical support role.
3. Strong problem-solving skills and the ability to think critically under pressure.
4. Excellent communication skills, both verbal and written.
5. Basic understanding of computer hardware, software, and operating systems.
6. Familiarity with remote desktop tools and ticketing systems.
Attributes:
1. Customer-focused attitude with a genuine desire to assist others.
2. Patient and empathetic demeanour, especially when dealing with users facing technical challenges.
3. Ability to work independently and collaboratively in a team environment.
4. Strong organizational skills with attention to detail.
Work Environment:
This is a full-time position based in the Killarney office. The role may require occasional evening or weekend work to accommodate customer needs.
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