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Technical Support Advisor - €27,255 OTE (€23,700 annual salary + 15% commission based on KPI achievement)

Closing Date: 08/12/2022
Location: Limerick
Reference #: 479

Role Title:

Technical Support Advisor

Business Area:

Tech Support E

About This Role:

We are looking for tech savvy and people-focused agents to join our Technical Support team.  As a Technical Support Advisor, you will be the first point of contact for eir customers when they have technical queries or issues. You will strive to ensure customer queries are resolved efficiently and will always look to advocate for the customer & improve internal processes accordingly. As a part of this team, you will be responsible for bringing eir’s purpose of connecting for a better Ireland to life.

Why This Role:

eir’s commitment to you

In this role you will combine your technical problem solving ability with being able to empathise, understand and communicate with the customer to deliver superior results. We know that in order for you to do this, we need to invest in you - the employee. We provide tailored technical training, support from a dedicated technical team lead, a range of employee engagement initiatives & onsite events as well as career progression and advancement. 

We can’t promise that we’re perfect - no company is - but what we can promise is that every day will be different, that there will always be opportunities for growth and that with your help, we will provide an exceptional customer experience. 

If joining our dynamic team excites you and the below description is you, we’d love to hear from you.

Expectations From The Role:

What will joining the team look like? 

  • When you first join eir, you will -  

    • have 7 weeks of fully-paid & comprehensive technical support training 

    • learn from a dedicated team who work tirelessly to ensure you are able, ready and comfortable to provide a great customer experience

  • As a newly trained technical support advisor, you will:

    • take calls from customers and resolve their technical queries as the customers’ first point of contact (with the support of your team lead)

    • ensure customers feel supported while their queries are being resolved and proactively update them where required

    • take notes during customers calls, update the appropriate databases and ensure all relevant information is up to date 

    • strive to meet KPIs, exceeding them where possible, and earning great incentives & rewards as a result

  • As an experienced technical support advisor, you will: 

    • be an invaluable part of the eir fabric and crucial to the success of eir’s commitment to deliver an excellent product and customer service experience

    • work alongside a supportive team, deliver on your targets, solve complex issues and gain a high sense of satisfaction from helping customers

    • work in a fun environment with site-specific & company-wide events throughout the year to celebrate your work and our successes as an organisation

Requirements For A Successful Application:

Who you are 

  • Excellent at listening and communicating with a diverse customer base

  • A problem solver - there’s no problem you can’t fix

  • Adaptable and willing to learn new skills in order to grow

  • Ambitious and thrive in results-driven environments

  • People-oriented, finding satisfaction in helping others using empathy & patience

  • Technically savvy & technically curious

  • Proficient in Google Office or Microsoft Office suite of products 

  • Experienced in customer service (6 months desired but not essential)

Others:

What does eir value? 

As a Technical Support Advisor you will reflect eir’s company values which are:

  • Commitment - we are committed to our customers, they drive everything we do 

  • Trust – we want to be a brand that our customers trust

  • Simplicity – we make it as easy as possible to do business with us

  • Ambition – we are ambitious in the way we deliver eir products

  • Pride – we take immense pride in what we do

Working Hours

  • Operating hours are between 8am to 8pm, Monday to Saturday (varied shift patterns)

  • Hours of operation may vary in line with business requirements


Benefits of working at eir

  • Agile, hybrid and part time working opportunities available (subject to performance)

  • Continuous support, learning and opportunities for advancement

  • Competitive salary & earning potential - including consistent opportunities to win one4all vouchers, mobile phones, annual leave days and other performance-related rewards

  • Staff offer on Mobile/TV/Broadband of €29.99/month + free SIM - up to €600 annual savings

  • Free eir Wellness Programme & Employee Assistance Programme with access 24/7, 365 days

  • Employee Referral Scheme (€500 for a successful referral)

  • Pension scheme contribution

  • 23 days annual leave including Good Friday

  • Generous family friendly policies, including fertility, pregnancy loss, menopause and others

  • Commitment to Diversity and Inclusion 

  • Excellent paid leave benefits 

  • Maternity and sick leave benefits 

  • Discount for Laya healthcare

  • Taxsaver tickets and bike to work scheme

  • Onsite parking & onsite kitchen facilities


About eir  

We run the country's biggest and best fixed and mobile networks, providing voice, broadband and TV to more than 2 million customers in every part of Ireland.  Our aim is to deliver the best customer services in Ireland.

This is an essential role in the current and future success of eir and you will work with inspirational people who are passionate about our customers and products and will connect you to great career opportunities in eir.  

Join us now to begin your career in eir