Customer Support Representative
We are currently seeking an experienced Customer Support Representative to drive a seamless customer experience that creates positive sentiment for our system.
* Salary: DOE
* Duration: Full time, permanent
* Location: Galway, Ireland
* Department: Support
In this role you will develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers. Maintain accurate records of customer interactions and steps taken to resolve issues. End-to-end resolution of all end user generated queries.
Key Responsibilities
* Be the first point of contact for all customer queries in a timely and accurate way, via Zendesk, email or phone.
* Identify customer needs and provide guidance on general system navigation and usage.
* Investigate and troubleshoot any reported service disruptions from the end user base
* End-to-end ownership of all end-user queries
* Engage with all end users through the appropriate support channel e.g., Teams call.
* Qualify and escalate complex issues to the customer support Team Lead to ensure rapid support.
* Proactively take steps to enhance the customer experience.
* Share relevant customer feedback to help us improve our offerings.
* Fulfil all customer support related goals and objectives for the year.
* Cooperate in periodic spot checks and reviews.
* Provide backup to the Implementation Team when required.
* Support on call duties (evenings and weekends) when required.
* Undertake any other duties that may reasonably be assigned to you by Management from time to time.
Specific Skill Requirements
Essential
* Proficient level of digital literacy
* Previous experience in Customer Facing environment.
* Strong written and verbal communication skills
* Friendly and empathetic demeanour
* Ability to Multi-task and prioritise workload.
* Excellent Time Management skills
* Excellent attention to detail
Desirable
* Qualification in Business or IT related discipline
* Background in Care Delivery
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