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
