Client Support Agent
Client Support Agent
Posted on :
18-01-2025
Employer Active
1 Vacancy
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Job Description
- Support the Team Leaders in monitoring service levels to ensure performance targets are achieved.
- Address incidents and problems escalated by customers via telephone and email.
- Complete ticket logs as part of the resolution process for all queries ensuring specific required fields are filled in detail.
- Maintain a thorough understanding of SOPs and scripts.
- Serve as the first line of support for customers regarding equipment and software issues.
- Escalate technical issues to thirdlevel support clearly and promptly.
- Liaise with thirdparty providers and hardware support engineers when necessary.
- Resolve IT issues both locally and remotely across multiple contracts.
- Report the progress of various tasks to clients Team Leaders and the Help Desk Manager.
- Manage client complaints in accordance with company procedures or refer them to appropriate staff for investigation.
- Handle confidential information securely and in compliance with Records Management and Data Protection policies.
- Immediately report any serious discrepancies security breaches or data breaches to the Operations & Quality Supervisor who will initiate necessary followup actions.
- Stay up to date with all training requirements in line with SGS Policy & Procedures.
- Perform duties related to other SGS Group activities in Ireland including client site visits and supporting internal staff training as needed.
- Ensure full compliance with the Companys Code of Integrity & Professional Conduct and consistently demonstrate behaviors aligned with SGS Equality & Diversity policy.
Qualifications :
- Leaving Certificate and/or FETAC Level 5 skills certificate or higher.
- A minimum of 12 years of experience working in a call center or ITrelated industry.
- A thirdlevel or IT qualification is beneficial but not essential.
Role Requirements:
- The position requires a dedicated and experienced Customer Service / IT Support Agent.
- A background in providing technical assistance to endusers is highly advantageous.
- Fluency in both written and spoken English is essential for telephone support.
- Strong analytical and problemsolving skills are required.
- Candidates must be able to work independently and as part of a team.
- Excellent attention to detail is necessary even under tight deadlines and service level requirements.
- Microsoft or other technical certifications are a plus.
- A valid EU work visa or eligibility to work in Ireland is required.
- Excellent oral and written communication skills are essential.
Occasional travel to alternative company offices may be required for business or technical purposes.
Operational Hours:
- Monday to Friday: 07:30 18:00 (rotational shift).
- Saturday: 08:00 12:00 (on a rotational shift).
Additional Information :
An overview of some of the benefits available:
An opportunity to develop your career in a friendly supportive approachable working environment with a downtoearth culture.
- Comprehensive training program
- Progression Opportunities
- Pension
- 22 days annual leave
- Annual Tax Saver Tickets for Rail Bus and Luas
- Bike to Work Scheme
- Employee Assistance Program
- Digital Wellness Platform
To apply please submit your CV.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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