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* Support the Team Leaders in monitoring service levels to ensure performance targets are achieved.
* Address incidents and problems escalated by customers via telephone and email.
* Complete ticket logs as part of the resolution process for all queries, ensuring specific required fields are filled in detail.
* Maintain a thorough understanding of SOPs and scripts.
* Serve as the first line of support for customers regarding equipment and software issues.
* Escalate technical issues to third-level support clearly and promptly.
* Liaise with third-party providers and hardware support engineers when necessary.
* Resolve IT issues both locally and remotely across multiple contracts.
* Report the progress of various tasks to clients, Team Leaders, and the Help Desk Manager.
* Manage client complaints in accordance with company procedures or refer them to appropriate staff for investigation.
* Handle confidential information securely and in compliance with Records Management and Data Protection policies.
* Immediately report any serious discrepancies, security breaches, or data breaches to the Operations & Quality Supervisor, who will initiate necessary follow-up actions.
* Stay up to date with all training requirements in line with SGS Policy & Procedures.
* Perform duties related to other SGS Group activities in Ireland, including client site visits and supporting internal staff training as needed.
* Ensure full compliance with the Company’s Code of Integrity & Professional Conduct and consistently demonstrate behaviors aligned with SGS Equality & Diversity policy.
Qualifications
* Leaving Certificate and/or FETAC Level 5 skills certificate or higher.
* A minimum of 1–2 years of experience working in a call center or IT-related industry.
* A third-level or IT qualification is beneficial but not essential.
Role Requirements :
* The position requires a dedicated and experienced Customer Service / IT Support Agent.
* A background in providing technical assistance to end-users is highly advantageous.
* Fluency in both written and spoken English is essential for telephone support.
* Strong analytical and problem-solving skills are required.
* Candidates must be able to work independently and as part of a team.
* Excellent attention to detail is necessary, even under tight deadlines and service level requirements.
* Microsoft or other technical certifications are a plus.
* A valid EU work visa or eligibility to work in Ireland is required.
* Excellent oral and written communication skills are essential.
Occasional travel to alternative company offices may be required for business or technical purposes.
Operational Hours :
* Monday to Friday: 07:30 – 18:00 (rotational shift).
* Saturday: 08:00 – 12:00 (on a rotational shift).
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