Excellent job opportunity for an IT Support Engineer with a dynamic and innovative company provide EPOS, dispensary and 3rd party ordering systems to clients in order to improve business model and optimise operations with increased efficiency and speed of delivery for customers.
This role is a hybrid work model with office based in Dublin.
Key responsibilities
Providing product support to customers across Ireland.
Liaising staff out in the field to address client product issues or EPOS issues in-store.
To cross train into other areas of customer service as required
Foster excellent relations with all customers and to all new and existing customers.
Log and manage all customer queries through the Magna CRM system (based on Microsoft Dynamics365).
Setting up new customers on product EPOS and ordering systems.
Assist with data migrations from various dispensary software systems, which may be required outside of typical business hours from time to time.
Work activities include:
Logging incoming customer technical issues, take ownership to root causing the problem and work on resolving each issue.
Communicating by phone with customers on technical issues and supporting them to resolve all issues.
Communicate with third party technical vendors for third level support
Occasional on-site visits to customers to resolve problems that could not be addressed over the phone.
Site visits to support with the installation of equipment and software prior to training day. Updating all reporting required as part of customer engagement processes.
Understand customers’ needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies.
Provide a high level of customer service as outlined within the agreed quality standards.
Always remain professional – positively influence the customers perception of Product.
Personal skills required
Excellent attitude and phone etiquette.
Excellent written and verbal communication and people skills.
Strong relationship-building skills and customer-service oriented.
Ability to handle multiple requests and issues simultaneously and prioritise.
Display high standards of work ethic and learning agility
Exhibit professional communication skills (verbal and written)
Ability to learn new skills quickly – e.g. supporting or delivering new applications
Essential requirements of the role
Experience within a customer service role is essential
Good interpersonal skills and an ability to converse in a confident and friendly manner on the phone
The ability to work effectively as part of a team is critical to this position
Excellent organizational skills
Ability to work on own initiative
Ability to be flexible in line with the demands of the job
Must show commitment to the team and be willing to go the extra mile
Ability to support and work with non-technical customers to solve technical problems
Experience with data migration is desirable but not essential. Training will be provided where necessary.
Desirable requirements of the role
2-3 years’ experience of providing IT support on web-based or Windows-based applications
Experience of working for an IT company that supports retail customers.
Experience of managing a web-based system across a wide range of customers, fixing issues both on-site and remotely.
Experience of Microsoft Dynamics365 CRM system for managing customer experience.
#J-18808-Ljbffr