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 Position:
Key Roles and Responsibilities:
The Customer Support Agent is
the first point of contact for our Customers and Business Partners
providing all forms of product support (technical and informational).
The role is to positively and effectively manage Customer interactions,
the aim of which is to provide solutions by using Company tools such
as the Telephone, e-mail, Internet and knowledge databases.
Key Role Tasks and Responsibilities:
- Answer Telephone calls and deal with them promptly,
efficiently and with empathy to ensure a positive experience for
our customers.
- Provide Hardware and Software Telephone support
with a goal to maximising telephone resolution rates
- Use judgement to deal with calls which cannot be
handled by the Agent and escalate appropriately as required.
- Assume responsibility for all customer queries
- Validate customer service entitlements
- Obtain accurate customer details and amend call-handling
system when applicable.
- Positively manage internal relationships
- Contribute positively towards the achievement
of performance targets in all aspects of the teams activities.
Education & Experience
Essential Experience
- Working knowledge of a customer focused environment,
dealing with customer queries, face to face or by telephone.
- Computer and keyboard skills
- Working knowledge of technology
- Fluency in English and in language of country
supported
Desirable Experience
- Living and working experience in country of customer
base.
- Knowledge of Xerox Products or similar technology
- Interest in operating systems and software applications
- Experience of working in a technical support
role
Essential Education
- A-Level Education / Leaving Certificate or equivalent
Desirable Education
Competencies:
Skills & Knowledge:
- Ability to communicate, with
accuracy and clarity in both verbal and written communications
- Ability to control interactions with customers
using persuasion and influencing skills
- Able to work well under pressure and deal positively
with difficult situations.
- Aptitude for understanding and troubleshooting
technical problems.
- Ability to work as part of a team.
- Possess good attention to detail
Attributes:
- Committed approach to team work
- Have a helpful and courteous attitude in any circumstance.
- Resilient under pressure
- Possess a flexible and adaptable attitude to unforeseen
work demands.
- Self Motivated to learn new skills to progress
within the organisation.
- Excellent attendance and punctuality record.
Job Location: Dublin
Timing / Job Open: Immediate
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