Customer Service - Level 1 Technical Support
Join to apply for the Customer Service - Level 1 Technical Support role at Enet (Open Access Networks)
Customer Service - Level 1 Technical Support
Join to apply for the Customer Service - Level 1 Technical Support role at Enet (Open Access Networks)
The Role
The Customer Services Technical Support agent will play a key role in delivering excellent customer services support in areas of technical support. The agent will be responsible for handling customers’ queries and faults, and ensuring these issues are brought to resolution in a timely fashion. Both phone support and email support, as well as web based chat support will be delivered.
The Role
The Customer Services Technical Support agent will play a key role in delivering excellent customer services support in areas of technical support. The agent will be responsible for handling customers’ queries and faults, and ensuring these issues are brought to resolution in a timely fashion. Both phone support and email support, as well as web based chat support will be delivered.
Please note the successful candidate must be available to attend our offices at Dublin 17 twice weekly.
Key Accountabilities
* Gathering customer’s information, determining the issue, assessing the situation and working with the customer to resolve the problem.
* Keeping the customer updated through the duration of any queries or faults.
* Liaising with level 2 technical support, as well as other departments to ensure the best customer service is delivered.
* Keeping clear and accurate records of their daily work, using several tools and systems to do so.
* Administrative functions including case management, system management and reporting where necessary.
* Making sure any SLA agreements are adhered to.
* Using any escalation points that are needed during their daily work.
* Remain up-to-date with products, delivery methods and technology beyond scheduled training.
Required Qualifications/Experience
This is a rewarding role with emphasis on targets and delivery. As self-starter and motivated individual, the candidate will have:
* Familiarity with Broadband and Telephony services.
* Knowledge of basic IT concepts, IP, Broadband and voice technologies.
* Experience in a customer support environment is an advantage.
* Professional and pleasant telephone manner, patience and an ability to explain technical procedures over the phone is essential.
* Team player - working in co-operation with colleagues and local management teams.
* Self-motivated, detailed and organised.
* Clear concise English, both oral & written communication skills are required.
* Computer literate (to include CRM knowledge, ideally Salesforce).
* Demonstrable ability to negotiate and deal with difficult customers and situations.
* Ability to work within a KPI driven environment.
* Initiative, drive, decision-making capability, and time management skills
* A customer-oriented approach.
* Sales experience would be an advantage.
What We Offer
* Contributory pension scheme.
* Full VHI Healthcare plan.
* 25 days annual leave, increasing each year up to 28 days.
* Additional day off for your birthday.
* Hybrid working model - 2 days office based, 3 days remote.
* Diverse and welcoming work environment – awarded Investors in Diversity Silver award in 2023 and 2025.
* Training & educational assistance programmes.
* Monthly wellbeing initiatives.
* Charity partnership & community volunteer days.
* Employee Assistance Programme.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Telecommunications
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