Support Operations Assistant
We are seeking a highly motivated and self-driven Support Operations Assistant to join our dynamic team. This role will play a critical part in ensuring smooth operations and timely responses to customer needs.
The successful candidate will be responsible for working in dispatch using a CRM System, coordinating the technical support team, managing customer interactions, and maintaining service level agreements (SLAs). They will act as the first point of contact for inbound calls and tickets, record new tickets, and triage tickets to engineer queues.
The ideal candidate will have excellent communication skills, be fluent in English, both verbal and written, and possess a business degree or relevant customer service experience. They should also be proficient in using CRM packages and other equivalent administrative applications.
Key Responsibilities:
* Answer inbound calls and tickets, record new tickets, or answer queries on existing tickets
* Triage tickets to engineer queues
* Liaise with Operations Manager, Service Desk Supervisor, and technical team
* Communicate information to customers
* Track, monitor, and control SLAs
* Co-ordinate, update, and maintain customer records via company system
* Ensure the upkeep of own diary and time management
Requirements:
* Business degree or relevant customer service experience
* Minimum of 1 to 2 years' experience working in a busy office or work environment
* Excellent telephone manner and a confident communicator
* Proficient in ability to use CRM packages and other equivalent administrative applications
* Excellent planning and organisational skills with attention to detail
Benefits:
This is a permanent position with career progression opportunities. You will be working in an environment geared towards performance with a forward-thinking company that values the contribution of every individual.
About the Role:
You will be working Monday to Friday, 9:00am to 5:30pm, based fully onsite in Plassey Limerick. You will be offered an exciting, fast-paced working environment, a culture of teamwork, and the opportunity to play a vital role in company growth.
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