/

Technical Support Advisor -€27000 Per Year inc. OTE


Vacancy will be closed on: 11/12/2021
Limerick
  Reference #326
Role Title:

Technical Support Customer Service Advisor

Business Area:

Repair Service Centre C398T
About this Role

We are looking for dynamic Technical Support Advisors to join our team to support Customers across our product range.   The Technical Support Advisor is a customer facing role. We aim to provide an excellent service to our customers through first line technical support. The successful candidate will have the ability to resolve a variety of technical support contacts as defined by the business needs. 

If you are customer-driven and display a positive attitude to your work, you may be a great fit for us. So, get in touch with us today!

Why this Role?

We are the country's biggest and best network with Ireland's fastest broadband, 4G mobile as standard, as well as the largest 5G network and individual business solutions.

We are proud to be part of the very fabric of Ireland, going right back to the foundation of the state. We touch every community across the country.

And this role could be the beginning of your career in eir...

 

Remuneration details:

Breakdown of €27000 Per Year inc. OTE (Salary and bonuses paid every 4 weeks):

       €22,000 annual salary

       15% commission based on KPI achievement

       Annual attendance bonus €1,700

 

Additional earning potential:

       Loyalty bonus - €2,000 over 2 years

       Refer a Friend bonus - €500 for every successful referral made 

 

What our team member says:

I started as an agent in November 2018 and received the best training & support I have received in a work environment. I have worked in a few call centres previously and Eir’s approach to training, up skilling and career progression is not like my previous jobs.

I began as an agent with the retention department in Cork; over the following months I was up skilled and trained in other areas of the business and with other systems etc. in Eir. This for me is exactly what allowed me to excel not only as a call centre rep but as a young woman too. My support system, the TL’s & Operations Managers were brilliant to me and so approachable that it was so easy to come to work and with the level of support and information available to me I never felt any question was too silly or that I had no help, there is always someone around.

Over the coming months I became a Senior Agent (Assistant TL) and I loved being able to aid others in their day to day jobs and learning how to myself one day becoming a manager within Eir, which was my aim when I began my employment.  

This then brings me to now; I am a Team Manager and have been for almost 6 months now and I love it. Being a manager is something I always wanted to do and I’m so glad that my managers and operations team has moulded me into the TL that I am today! 

What is expected from the Role?

As a Technical Support Advisor, you will be work in a way that reflects eirs’ company values which are:

       Commitment to our customers

       Trust – be a Brand that our customers Trust

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

       Ambition – be ambitious in everything we do 

       Pride – take pride in everything we do

 

 

So what does that mean for you - Your Responsibilities:

       Show our commitment to our customers by managing customers technical queries directly, ensuring a prompt and efficient response to all contacts in line with company procedures, proactively updating customers where required.

       Ensuring our customers trust our service by maximising first contact fix on each customer interaction through both inbound and outbound contact types. Taking notes during calls and updating the database to ensure all relevant information is captured.

       Look to simplify our processes and procedures by identifying process gaps and initiating a change to the benefit of both the customer & company.

       Being ambitious - continuously updating skills & knowledge by completing classroom training & E-Learning courses as required.

       Pride - Contributes to the overall team performance and operational Net Promoter score by meeting agreed weekly targets.

       Provides fast and reliable answer rates for our customers.

       Provides customer focus through customer service expertise to other groups to assist in the resolution of queries/complaints.

       Participates in relevant programs to identify call drivers/trends to reduce unnecessary calls.

 

Requirements for a Successful Application:

Your Key Strengths:

       Customer Focused

       Problem solving ability

       Excellent listening skills

       Excellent communication skills

       Empathy and patience

       Adaptability

       Tech Savvy

 

Desired Experience:

       Minimum 6  months customer service experience 

       Technical Support experience preferred

       Proficiency in Microsoft Office suite of products

Others:

Other points to note:

       Training provided onsite

       Onsite parking facilities 

       Onsite kitchen facilities

       Close proximity to bus and train station 



Other benefits:
  • Agile working (hybrid model working between home and the office)

  • GoMo sim card on successful completion of training

  • 22 days annual leave + 1 company nominated day

  • Amazing staff offer

  • Refer a friend programme 

  • Excellent paid leave benefits 

  • Wellness programme

  • Taxsaver ticket

  • Bike to work scheme

  • On site parking

  • Employee assistance programme

  • Free yearly flu vaccination

  • Pension scheme

  • Discount for Laya healthcare