Technical Support and Customer Agent - Full Time
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Harvey Norman Ireland, ranked as one of Ireland's best workplaces by Great Place to Work, is a leading retail brand with over 289 stores worldwide, including 16 in Ireland. We are growing and looking for talented individuals to join our team. If you thrive in a dynamic retail environment, we want to hear from you.
About The Job
The Technical Support & Customer Agent provides support to customers to maximize their technology use, regardless of purchase location. This includes facilitating warranties with external service providers and offering in-store repair, setup, and trade-in services. The role involves scheduled tasks, requiring good organization and time management. This position is store-based and requires working at the stated location.
Your Tasks Include:
* Managing device intake from customers, documenting interactions, and performing basic triage.
* Managing cases from creation to resolution, providing timely updates.
* Meeting KPIs related to customer satisfaction and turnaround times.
* Communicating professionally with service providers, distributors, and brand partners.
* Monitoring case timelines and escalating issues when necessary.
* Assessing and grading trade-in devices.
* Providing data services like wiping, backup, restore, and transfer.
* Dispatching and receiving devices within the store and network.
* Performing basic troubleshooting to identify suitable solutions.
* Following work instructions and inspection guides to ensure efficiency.
* Upselling setup, repair, and trade-in services to customers.
* Completing software, hardware, and data services in a compliant manner.
* Processing warranty claims and updating customers.
* Performing other tasks as directed by your manager.
Your Profile: Knowledge, Skills, and Experience
* Strong knowledge of consumer technology products and systems.
* Problem-solving skills with a solutions-oriented mindset.
* Excellent communication skills, both written and verbal.
* Experience in customer service or sales within the technology industry.
* High attention to detail and organizational skills.
* Ability to adapt quickly and learn on the fly.
* Structured, process-driven approach.
* Resourcefulness and proactive attitude.
Why Join Us
* Dynamic and growing company.
* Energetic work environment.
* Opportunities for advancement.
* Entrepreneurial culture.
* Staff discounts.
* Comprehensive sales and product training.
Additional Information
* Full-time, 11-month fixed-term contract with potential for permanency.
* Flexible working hours, including evenings, weekends, and holidays.
* Attendance at a company induction is required.
Skills: Troubleshooting, Device Triage, Case Management, Customer Communication
Seniority Level
* Entry level
Employment Type
* Full-time
Job Function
* Information Technology
Industries
* IT System Training and Support
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