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KEENAN - InTouch Technical Support Administrator

Location:

Description

As an InTouch Customer Service Technical Support Representative, you will be the front-line support for both internal and external customers. Providing technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to; accessing cloud software, uninstalling/reinstalling basic software applications, verifying current hardware is on current release, power cycling equipment, weighbar testing, assisting with navigating around application menus and troubleshooting. 

Responsibilities

Deliver service and support to end-users, using and operating automated call distribution phone software;

  • Build strong positive relationships with our customers
  • Diagnose and resolve technical hardware and software issues
  • Follow standard processes and procedures
  • Identify and escalate priority issues to second level support
  • Reporting on service delivery KPI’s
  • Accurately process and record call transactions using CRM
  • Deliver excellent customer support with the objective of retaining customers business
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes and updates
  • Log all RMA’s and work closely with Service Control Managers to ensure warranty is kept at a minimum
  • Provide out of hours service support

Requirements

  • Professional phone etiquette
  • Excellent communication skills - written and verbal
  • Knowledge of relevant software computer applications and equipment
  • Knowledge of customer service principles and practices
  • Ability to work with customers to identify an issue and quickly come up with a solution
  • Multi-tasking capabilities; flexible team player, but also able to work independently
  • Full drivers licence
  • Training will be provided

Contact Info

Contact Áine Doyle on (059) 9771229 or via email to adoyle@alltech.com. Closing date Friday, January 17.