IT Support Engineer

  • Job Reference: KHNG/ENG
  • Date Posted: 31 December 2020
  • Recruiter: Headhunt International
  • Location: Dublin
  • Salary: £30,000 to £40,000
  • Sector: IT
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description


Key responsibilities:

Providing support to their retail customers across Ireland.
Liaising with staff out in the field to address product, merchandising and account issues.
To cross train into other areas of customer service as required
Foster excellent relations with all customers and promote new innovative technologies to all new and existing customers.
Log and manage all customer queries through their CRM system (based on Microsoft Dynamics365).
Setting up new customers on EPOS and ordering systems.
Liaise with key suppliers to address product, pricing and ordering problems.

Work activities include:

Logging incoming customer technical issues and take ownership and work on resolving each issue.
Communicating with customers on technical issues and supporting them to resolve all issues.
Communicate with third party technical vendors for third-level support and escalation of issues.
Occasional on-site visits to customers to resolve problems that could not be addressed over the phone.
Site visits to train customers on new software solutions or systems that we deliver.
Updating all reporting required as part of customer engagement processes.
Understand customers' needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies.
Provide a high level of customer service as outlined within the agreed quality standards.


Essential requirements for the role:

Must have experience working within a customer service role
Good interpersonal skills and an ability to converse in a confident and friendly manner
The ability to work effectively as part of a team is critical to this position
Excellent organizational skills
Ability to work on own initiative
Ability to be flexible in line with the demands of the job
Must show commitment to the team and be willing to go the extra mile
Good working knowledge of Excel, Microsoft Word, E-mail, CRM systems
Work effectively in a fast-paced environment with tight deadlines

Essential requirements of the role
Experience within a customer service role is essential
Good interpersonal skills and an ability to converse in a confident and friendly manner
The ability to work effectively as part of a team is critical to this position
Excellent organizational skills
Ability to work on own initiative
Ability to be flexible in line with the demands of the job
Must show commitment to the team and be willing to go the extra mile
Good working knowledge of Excel, Microsoft Word, E-mail, CRM systems
Work effectively in a fast-paced environment with tight deadlines


Desirable requirements of the role
Experience of working in a wholesale/retail environment.
Experience of managing an EPOS system, setting prices and configuring promotions.
Experience of Microsoft Dynamics365 CRM system for managing customer experience.


Personal skills required
Excellent attitude and phone etiquette.
Excellent written and verbal communication and people skills.
Strong relationship-building skills and customer-service oriented.
Ability to handle multiple requests and issues simultaneously and prioritise.
Display high standards of work ethic and learning agility
Exhibit professional communication skills (verbal and written)
Ability to learn new skills quickly - e.g. supporting or delivering new applications