Support Associate – Full Time – Office-based in Enniscorthy, Co. Wexford
Are you a tech-savvy communicator with a passion for customer service?
Do you thrive in fast-paced environments where every interaction makes a difference?
Ready to grow your career with one of Ireland's leading ICT providers?
Join a Legacy of Innovation
Our client is a well-established ICT services and solutions provider with over 40 years of excellence in innovation and customer service. They are currently seeking a Technical Customer Service Associate to join their Network Operations and Customer Support Centre in Enniscorthy, Co. Wexford.
As the first point of contact for support queries, you'll play a key role in delivering exceptional customer experiences through effective communication, service coordination, and technical problem-solving. You'll also contribute directly to business insights by generating reports that support service performance tracking, invoicing, and operational planning.
This role involves working closely with the technical teams in a more administrative/accounts-related capacity. It may not be suitable if you are specifically seeking a junior engineering position, but it offers excellent opportunities for career growth within service delivery management.
What You'll Be Doing
* Act as the first-line contact for customers via phone, email, or automated alerts
* Log, categorize, and assign tickets using service management tools
* Troubleshoot and resolve routine technical issues using documented procedures
* Manage ticket flow, priorities, and resource coordination in line with SLAs
* Maintain clear, professional communication with customers throughout the support lifecycle
* Generate service performance reports, support metrics, and invoicing data for chargeable tickets and maintenance contracts
* Monitor service levels and proactively identify potential capacity or performance issues
* Support the Support Centre Manager with project coordination, reporting, and general administration
* Champion the use of service management tools and best practices
* Ensure compliance with data protection, information security, and EHS standards
You'll Be a Great Fit If You Have:
* At least 1 year of experience in a customer-focused or technical support role
* A third-level qualification in a business or related discipline
* Strong IT skills, with experience using service management or ERP systems preferred
* Fluent spoken and written English, with excellent communication skills
* A methodical, detail-oriented approach to troubleshooting and reporting
* Previous experience generating reports is a plus
What You Bring to the Team
* A professional, customer-centric approach
* A positive, proactive attitude and a collaborative mindset
* Confidence in taking ownership of tasks and workflows
* A desire to learn, grow, and contribute to process improvement
* Analytical thinking and the ability to turn service data into actionable insights
What's in It for You
* Competitive salary and company pension scheme
* Access to a free financial advice service
* Life assurance and a comprehensive wellness programme including EAP
* Sponsored training and ongoing professional development opportunities
* Regular team-building events and company-wide initiatives
* Flexible lifestyle days and 3 paid volunteer days per year
* The opportunity to build valuable reporting and data analysis skills that support business decision-making
Job Types: Full-time, Permanent
Pay: €28,000.00 per year
Benefits:
* Bike to work scheme
* Company pension
* Employee assistance program
* On-site parking
Application question(s):
* Are you available to work full-time, on-site in Enniscorthy, Co. Wexford — Monday to Friday, 9:00 to 17:30? Please note that this schedule is non-negotiable.
* Please note that this role involves working closely with the technical teams in a more administrative/accounts-related capacity. It may not be suitable if you are specifically seeking a junior engineering position, but it offers excellent opportunities for career growth within service delivery management. Are you happy to proceed?
Experience:
* customer service: 1 year (preferred)
Work authorisation:
* Ireland (required)
Location:
* Enniscorthy, CO. Wexford (preferred)
Work Location: In person