Our client is seeking a highly motivated and customer-focused individual to join their team as a Level 1 Technical Support Specialist. The ideal candidate will possess excellent communication skills, a strong technical aptitude, and a passion for helping others resolve technical issues. As a Level 1 Technical Support Specialist, you will be the first point of contact for customers seeking technical assistance, providing prompt and effective support while maintaining a positive and professional demeanour.
Our client is a go-to end-to-end IT service provider, delivering tailored, cost-effective, and cybersecurity-focused solutions across Ireland and the UK.
Key Responsibilities:
- Customer Support:
- Respond to customer inquiries and provide technical assistance via phone, email, or chat in a timely and professional manner.
- Troubleshoot and resolve basic hardware and software issues for customers.
- Walk customers through step-by-step solutions, guiding them to resolve technical problems.
- Ticket Management:
- Accurately document customer interactions and issue resolutions in the ticketing system.
- Prioritize and escalate tickets as needed to ensure a timely resolution.
- Knowledge Base Maintenance:
- Contribute to the development and maintenance of the company’s knowledge base by documenting common issues and solutions.
- Collaboration:
- Collaborate with Level 2 and Level 3 support teams to escalate and resolve complex technical issues.
- Communicate effectively with other departments to ensure seamless customer support.
- Continuous Learning:
- Stay up-to-date on product knowledge and industry trends to provide accurate and relevant support.
- Actively participate in training sessions and workshops to enhance technical skills.
Qualifications:
- Relevant technical certifications or coursework a plus.
- Proven customer service experience, preferably in a technical support role.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent communication skills, both verbal and written.
- Basic understanding of computer hardware, software, and operating systems.
- Familiarity with remote desktop tools and ticketing systems.
Attributes:
- Customer-focused attitude with a genuine desire to assist others.
- Patient and empathetic demeanour, especially when dealing with users facing technical challenges.
- Ability to work independently and collaboratively in a team environment.
- Strong organizational skills with attention to detail.
Work Environment: This is a full-time position based in the Killarney office. The role may require occasional evening or weekend work to accommodate customer needs.
If you are interested, please apply or email [email protected]
