Job Title: Technical Support Engineer

Location: Cork, Ireland

Responsibilities:

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
Excellent time management and multi-tasking skills
Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
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
Conceptual understanding of multi-tiered and web-based information systems architecture
Experience providing hardware and software technical support for Macs, iOS devices
Experience troubleshooting macOS and iOS operating systems
Experience using an IT service management or CRM system for tracking technical support cases
Experience using a knowledge base system

Mandatory Skills

Provide technical support to customers via phone, chat and/or email.
Provide high level of customer service and professionalism in accordance with Client policies, practices, and expectations
Diagnose and troubleshoot technical issues according to Client team expectations.
Document issues, troubleshooting steps, and resolutions in ticketing system.
Advocate for the caller. Own the issue and facilitate technical support from the initial contact to resolution.
Escalate unresolved complex issues to appropriate support teams.

Job Type: Fixed term
Contract length: 6 months

Test Triangle Software Services Pvt Ltd

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