Do you google your own technical problems? Do you have a passion for understanding how to solve your own technical issues? If so, come join our Technical Support Team here at HomeSecure. We have an exciting opportunity for a Junior Technical Support Agent.
Full training will be provided on our suite of products and industry standards for Technical Support. After successfully completing this training, you will progress to Senior Technical Support Agent after 12 months.
Please note: This is not an IT or Coding role it is a Product Support role
HomeSecure is a leader in the Irish Alarm industry, and we are looking to add a Junior Technical Support Agent to our team. The purpose of the Junior Technical Support Agent is to provide effective support to our Field Engineers and Customer Service team to promptly resolve technical issues relating to alarm systems and to proactively resolve issues through customer contacts where necessary.
The successful candidate will join a vibrant team working in a fast paced, customer focused business.
We're looking for you to continue the journey with us as we keep growing, going from strength to strength, learning and constantly innovate and excite within our industry.
Full training is provided.
Basic Salary €27,500 annually increasing to €30,000 after 12 months
Responsibilities:
- Provide technical support to our Field engineering team and CS team, dealing with queries via phone, chat and email channels.
- Troubleshoot alarm faults proactively to minimize customer contacts requesting maintenance.
- Provide problem diagnosis using support tools and follow issues through to resolution.
- Daily, weekly and monthly reporting on support volumes.
- Participate in the achievement of department KPI's:
- Service Level
- Wait times
- AHT (Average Handling Time)
- Tasks cleared/completed
Requirements:
- Fluent written and oral English.
- Minimum of 1 years call centre experience in any industry
- Good knowledge of Microsoft suite, with a particular focus on Excel.
- Familiar with GSM and Broadband connected systems.
- User experience with fault reporting and ticket systems.
- Working knowledge of alarm industry an advantage but not essential.
The Right Person:
- Problem solver that can work on their own initiative.
- Be solutions-focused, with excellent attention to detail.
- Can work as part of a team but also on assigning solo projects.
- Works well in an ever-evolving work environment (process improvements)
This is an excellent opportunity to join a growing, customer-focused organization. Apply today and take the next step towards an exciting career at HomeSecure!
Ref: INDCS
