Technical Support and Customer Agent - Full Time
Ranked as one of Ireland's best workplaces by Great Place to Work, Harvey Norman is a high-profile, leading-edge retail brand with over 300 stores worldwide selling furniture, bedding, electrical, and computer goods. With 16 stores in Ireland, we are growing and have opportunities for talented people. If you think you have what it takes to thrive in a dynamic retail environment, we want to hear from you.
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. Your day in Lovetech is focused on timed and scheduled tasks, so organisation and time-management are important. Successful applicants will be required to work at the stated location as this role is store-based only.
YOUR JOB
* Managing the intake of devices from customers, which includes documenting customer interactions, recording device details, and completing basic triage.
* Managing open cases, from creation to completion, and providing timely updates to customers at each step.
* Meeting KPI expectations in relation to case management, including measures such as customer satisfaction rate and turnaround time.
* Communicating professionally with service providers, distributors, and brand partners to ensure customer expectations are met and exceeded.
* Monitoring case timelines and, where needed, escalating to the appropriate points of contact to ensure turnaround time expectations are met.
* Processing trade-in services, including assessing and grading customer devices in accordance with inspection guides.
* Providing data solutions (data-wiping, data back-up, restore, and transfer services) to customers in a compliant and documented manner.
* Managing the dispatching and receiving of devices throughout the Harvey Norman store and service provider network.
* Completing basic troubleshooting of devices to provide the most appropriate solution to customers.
* Following resources such as work instructions and visual mechanical inspection (VMI) guides to avoid unnecessary delays.
* Where appropriate, positioning and selling set-up, repair, and trade-in solutions to customers to drive sales of Lovetech services.
* Completing software, hardware (basic), and data services on customer devices in a compliant and ESD-safe manner.
* Facilitating claims for warranty and Product Care coverage with the Harvey Norman service provider network and providing timely updates to customers at each step.
* Perform other tasks as outlined by your manager.
YOUR PROFILE
* Your Knowledge, Skills, And Experience Include
* Technology knowledge with strong knowledge of consumer technology products and systems.
* Problem solving: keen interest in finding and offering solutions, knowing how to use available resources to address new challenges.
* Communication: strong communicator with exceptional written and verbal skills and attentive listening; previous experience engaging with customers is highly desirable.
* Strong sales experience: experience interacting with customers in a sales or customer service capacity, preferably within the technology industry.
* Attention to detail: high attention to detail and organisational skills to manage multiple tasks without continuous supervision.
* Learns on the fly: dynamic and capable of adapting to new situations and discovering innovative solutions.
* Process-driven: thrives on structure, organisation, and efficiency with clear guidelines and workflows.
* Resourceful: proactive mindset and thrives in a dynamic environment, continuously seeking opportunities for growth and improvement.
Why People Join Us
* We’re dynamic and growing!
* Fun, high-energy work environment.
* Culture of developing and promoting from within the company.
* 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.
* We need employees to be flexible about when they work, covering store opening hours, including days, evenings, weekends, and public holidays.
* The successful candidate will be required to attend a company induction day.
Skills
* Troubleshooting
* Device Triage
* Case Management
* Customer Communication
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