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Dublin, Ireland
Software / Information Technology · Full-time · Permanent
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Main Purpose of Role is to provide merchants with technical support. Manage & control the regional field engineering resource doing multiple appointments to Merchant sites in Ireland. Support courier removal & swap-out.

• Providing Technical Support & Call Avoidance to Merchants; • To be responsible for the coordination of engineer daily tasks, Installation & break-fix; • Ensuring all calls and service level agreements (SLAs) are met and that any deviations are escalated through the correct channels; • Ensuring engineers are aware of their jobs for that/next working day. This is achieved through a morning and afternoon call round.; • Making sure engineers are sent the relevant documentation in a timely manner; • Monitoring the engineers throughout the day and providing updates on work progress to relevant parties; • To complete engineer call closures on a real time basis ensuring calls are closed with accurate details; • To ensure that call closure rates are kept within agreed SLAs; • To ensure that the relevant paperwork is attached on call closure; • To provide progress, monitoring and supervisor feedback when required; • To deliver a high quality of customer service; • To develop a culture of continuous improvement in the delivery of best in industry customer service; • To carry out any other duties which may reasonably be expected/requested; • To be available for training as and when required.

Minimum qualifications
• Adept in Microsoft Office suite, particularly Microsoft Word, Excel, databases; internet & e-mail; • Ability to carry out specific tasks with minimum of supervision; • Good communicator with strong oral and written communication abilities, able to influence and motivate others; • High level of customer care.
Preferred qualifications
• Previous Helpdesk or Call Centre experience essential; • 1-2 years experience within a helpdesk or call centre desk environment; • A minimum of 1 years experience in scheduling / resource planning; • Proven track record of relationship management and development.

Job details
Team or role: Software / Information Technology
Job type: full-time
Job location: Dublin, Ireland

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