Role:
* Investigate and resolve technical issues reported by customers or end-users.
* This involves analysing logs, diagnosing problems, and providing solutions.
* A hands-on approach with hardware and software products including handling initial diagnostics of issues reported from the marking and installation product range.
* Interact with customers primarily via email or phone. Effective communication is crucial to understand customer issues, provide updates, and guide them through solutions.
* Liaise with colleagues based in HQ to secure technical information and solutions as required by customers.
* Ongoing product training on the PxC products. This includes understanding features, configurations, and common use cases.
* Creating and maintaining records such as internal technical service logs, product changes / discontinuations, product comparisons etc to assist both customers and internal teams.
* Work closely with colleagues both internally at PxC Ireland and at PxC HQ.
* Manage the escalation of complex or unresolved issues for higher-level support.
* Assist customers with product information, setup & training and offer advise on best practices.
* Being flexible to requests by management to undertake additional responsibilities as and when required.
* The role may require travel within Ireland and also at times abroad.
Core Skills/Attributes:
* Technical Qualification in Electrical, Engineering or IT Comms
* Good organisational skills
* Proven technical background with an ability to develop a deep understanding of electrical systems including hardware, software & networks.
* Ability to stay current with latest technological developments.
* Ability to work independently and as part of a team.
* Show ability to handle multiple issues simultaneously as time management and prioritization are key skills required.
* Experience in using MS Outlook & MS Teams
* Excellent level of computer skills essential with detailed knowledge of Microsoft Word, Excel, PowerPoint.
* Knowledge / experience with CRM systems.
* Attention to detail is essential including an ability to systematically approach problems, evaluate potential solutions, and anticipate the implications proposed actions.
* Must have the ability to clearly communicate technical information in a clear and understandable manner, to both customers and colleagues with varying levels of technical expertise.
* A clean full Irish driving license.
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