Technical Support Engineer
">
This is a unique opportunity to join our highly motivated Tech Support Team in Scurri, where we optimise the ordering, shipping and delivery process for online retailers and distribution companies.
">
We are looking for a skilled Technical Support Specialist to provide trusted, timely and accurate responses to a range of well-known brands across Ireland and the UK.
">
This is a full-time role based in our Wexford Town offices, reporting to the Operations Manager.
">
Key Responsibilities
">
">
1. Answering queries about how the product works and amending account configurations.
">
2. Talking customers through a series of actions until they've solved a technical problem.
">
3. Troubleshooting issues, identifying root cause and escalating to an internal development team if necessary.
">
4. Managing and prioritising customer cases.
">
5. Keeping accurate records and tracking issues through to resolution, within agreed timeframes (SLAs).
">
6. Meeting key monthly targets including Customer Satisfaction, Response and Resolution SLA Compliance and NPS.
">
7. Identifying improvement opportunities both for our customers and our internal processes.
">
">
Requirements
">
">
* Experience of technical support in a service business or a web-based product/service.
">
* Technical qualification in a relevant discipline (IT, Computer Science, Software engineering etc.).
">
* Knowledge of APIs, JSON and XML (would be ideal).
">
* Strong problem-solving skills and an understanding of Lean methodology.
">
* Outstanding communication skills - written, verbal, listening and questioning.
">
* Proven ability to establish strong working relationships with clients and colleagues.
">
* A quick learner with the desire to research and adapt to new technologies.
">
">
Benefits
">
">
* Based in our new ultra-modern Wexford Town offices.
">
* Company pension - Matched employer contribution.
">
* Company Health Scheme - VHI.
">
* 22 days annual leave - additional days added with years of service rising to 25.
">
* Annual company day, regular all-company socials.
">
* Social Club.
">
* Paid volunteer time.
">
* Office perks (breakfast / tea & coffee / snacks / lunch and learn sessions/on-site gym etc.).
">
* 9.00 - 5.30pm (4pm finish on Fridays).
">
* Employee Assistance Program.
">