Job Title:
Customer Service/IT Support Agent
About the Role:
Support 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.
Key Responsibilities:
* 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.
Requirements:
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.
Desirable Skills:
* Dedicated and experienced Customer Service/IT Support Agent.
* Background in providing technical assistance to end-users.
* Fluency in both written and spoken English is essential for telephone support.
* Strong analytical and problem-solving skills.
* 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.
Working Hours:
Monday to Friday: 07:30 – 18:00 (rotational shift).
Saturday: 08:00 – 12:00 (on a rotational shift).
Benefits:
* Comprehensive training program.
* Progression Opportunities.
* Pension.
* 22 days annual leave.
* Employee Assistance Program.
* Digital Wellness Platform.