CUSTOMER SUPPORT SPECIALIST - TECH COMPANYFull time contract | Dublin
This is a brand new role joining a growing team within an ambitious technology company who have very ambitious plans.
Our client are a growing technology company with ambitious plans to grow in 2018 and beyond. This would be a fantastic time to join a very promising business offering great career potential.
The successful candidate will have the following responsibilities:
Act as the first point of contact for all customers.
Troubleshoot and help resolve technical issues in a friendly and accurate manner.
Leverage knowledge base and various sources of information to determine the root cause of a customer issue and see the issue through to resolution.
Contribute to and help maintain knowledge base to share information across the team.
Educate customers on supported devices, new features and product updates.
Support customers with an emphasis on high user satisfaction and quality.
Flag trends and potential technical issues by collaboratively sharing feedback through appropriate channels related to the products to the relevant department/stakeholders.
Follow quality guidelines to ensure customer service is delivered at a standard that matches the quality of the company brand.
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
Share best practices with team members to enhance the quality and efficiency of technical & customer support.
Work with our logistics partner's to ensure any product returns or replacements are: transported, quality checked, reconditioned (if required) and replacements shipments co-ordinated according to our agreements and expectations.
The successful candidate will demonstrate the following background :
Fluent in English both written and verbal essential.
Minimum 3-year technical/troubleshooting experience in supporting customers of connected products.
Strong customer/user focus with the desire to help and put users first.
Must exhibit active listening/understanding, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner.
Practical knowledge of protocols like Ethernet, ARP, IP, TCP, UDP, DHCP, Bonjour, UPnP and key elements such as MAC addresses, ARP tables, discovery and handshaking mechanisms, etc.
Extensive familiarity with configuring networked devices such as routers, WiFi access points, surveillance cameras, video players, loudspeakers, etc.
Ability to grasp complex and technical concepts and communicate them to a non-technical audience in a friendly and easy to understand format.
Demonstrates speed, agility, critical-thinking and problem-solving skills.
Team player with ability to work in a fast-paced, collaborative and constantly evolving environment
There is a very competitive package on offer for the successful candidate.