Technical Support and Customer Agent - Full-Time
Ranked as one of Ireland's best workplaces by Great Place to Work, Harvey Norman is a leading retail brand with over 300 stores worldwide selling furniture, bedding, electrical, and computer goods. With 16 stores in Ireland, we are growing and offering plenty of opportunities for talented people.
About The Job
The role of the Technical Support & Customer Agent is to offer support to customers to get the most from their technology, regardless of their place of purchase. This support is offered in several ways, predominantly facilitating warranty with external service providers or offering in‑store software and hardware solutions in the form of repair, set‑up, and trade‑in services.
Daily tasks are timed and scheduled, requiring strong organisation and time‑management skills. The position is store‑based only and requires working at the stated location.
Responsibilities
* Managing the intake of devices from customers, documenting interactions and completing basic triage.
* Managing open cases from creation to completion and providing timely updates to customers.
* Meeting KPI expectations in case management, including customer satisfaction rate and turnaround time.
* Communicating professionally with service providers, distributors, and brand partners.
* Monitoring case timelines and escalating to the appropriate contacts as needed.
* Processing trade‑in services, assessing and grading customer devices.
* Providing data solutions (data‑wiping, backup, restore, transfer) in a compliant and documented manner.
* Managing dispatching and receiving of devices throughout the Harvey Norman store and service provider network.
* Completing basic troubleshooting to provide the most appropriate solution.
* Following work instructions and visual mechanical inspection guides.
* Positioning and selling set‑up, repair, and trade‑in solutions to drive sales of Lovetech services.
* Completing software, hardware (basic), and data services on customer devices in a compliant and ESD‑safe manner.
* Facilitating warranty claims and product care coverage through the service provider network.
* Performing other tasks as outlined by your manager.
Qualifications
* Strong knowledge of consumer technology products and systems.
* Problem‑solving ability and a keen interest in offering solutions.
* Excellent communication skills – written, verbal, and listening; experience engaging with customers via phone, chat, or face‑to‑face.
* Sales experience, preferably in technology.
* Attention to detail and strong organisational skills.
* Ability to learn on the fly and adapt to new situations.
* Process‑driven mindset with a preference for structure and efficiency.
* Resourceful, proactive, and continuous improvement orientation.
Why People Join Us
* Diverse and growing environment.
* Fun, high‑energy work culture.
* Culture of developing and promoting from within.
* Entrepreneurial spirit.
* Generous staff discount.
* Best‑in‑class sales and product training.
Additional Information
* This is a full‑time, 11‑month fixed‑term contract with potential for permanency.
* Flexible working hours covering store opening hours, including evenings, weekends, and public holidays.
* Successful candidate will need to attend a company induction day.
Skills
Device troubleshooting, triage, case management, customer communication.
#J-18808-Ljbffr