Technical Support Engineer

JWR Employment Specialists are delighted to be recruiting a Technical Support Engineer for a leading Technology Distribution company located in Mayo.

The person in this role will be a key member of the support team, your main duties are to provide technical support to our customers, including resellers, dealers, and end users in helping them to resolve technical issues.

Main Duties

• To take ownership of customers issues, ensuring they are resolved in a timely manner.
  
• To provide 1st line technical support, answering support queries on the telephone, and responding to support Email queries.
  
• To escalate more complex problems to the appropriate Technical Support Specialist in line with escalation procedures.
  
• To maintain a high degree of customer service for all support queries and adhering to all Standard Operating Procedures.
  
• To log all answered calls on the call logging system.
  
• To respond to Email queries from customers in a timely manner.
  
• To provide pre-sales technical support to customers, & internal sales teams.
  
• To process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with establish procedures, and items are returned back to customers in a timely manner in accordance with established procedures
  
• To carry out product testing and customer setup replication
  
• To identify and write product FAQ documents to publish on the company web site
  
• To carry out any other duties in line with technical or business requirements
  

Requirements

• A Bachelor Degree or equivalent.
  
• Excellent Customer Service Skills.
  
• Strong Communication and Interpersonal Skills
  
• Experience working in a Networking or support background would is desired.
  

Benefits