**Job Title:** Help Line Technical Support Analyst
Type: Contract (6+ months)
Location: Cork, Onsite
The Role
We are seeking a skilled technical support analyst to provide high-quality assistance to our clients' employees and contractors via phone, chat, and email.
You will be responsible for:
* Providing exceptional customer service and professionalism in accordance with our client policies and expectations.
* Diagnosing and troubleshooting technical issues according to our client's expectations.
* Documenting issues, troubleshooting steps, and resolutions in our ticketing system.
* Advocating for the caller and owning the issue from initial contact to resolution.
* Escalating unresolved complex issues to appropriate support teams.
Key Qualifications
To succeed in this role, you will need:
* Excellent customer service skills.
* Strong troubleshooting and problem resolution skills, with the ability to probe, isolate, and diagnose problems without scripted documentation.
* Excellent English-language oral and written communications skills.
* Excellent telephone, chat, and email etiquette.
* Ability to maintain composure and customer-service focus in stressful situations.
* Motivation and ability to work as part of a distributed team.
* Conceptual understanding of IP networking and basic network troubleshooting skills.
* Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV.
* Experience troubleshooting macOS and iOS operating systems.
* Experience using an IT service management or CRM system for tracking technical support cases.
Benefits
This is a contract position with a minimum duration of 6 months. You will have the opportunity to work with a dynamic and highly-demanding team, while developing your technical support skills and expertise.
Salary
The estimated salary for this role is €45,000 - €60,000 per annum, depending on experience and qualifications.