Role: Technical Support Engineer
Location: Cork, Ireland
Contract / Permanent: 6 Months with further extension
Job Description
Detailed job description - Skill Set
· 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 Types: Full-time, Fixed term
Contract length: 6 months
Schedule:
