ITALIAN TECHNICAL SUPPORT ANALYST
Permanent position based in Limerick area
circa 22K + benefits

ROLE:

To provide Pre-Sales & Post-Sales customer and technical support (level 1 & 2) on a wide range of storage, wireless, multimedia and memory devices

RESPONSIBILITIES:

- Respond to all customers enquires within given timescales, efficiently and effectively·
- Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for network, server, mainframe and security·
- Research, resolve, and respond to questions received in accordance with set policies and procedures·
- Provide accurate and thorough solutions to user problems·
- Communication of problem status to the end user·
- Research and supply information in order to propose solutions for customers·
- Recognise when a problem or query should be transferred to another department or a more senior member of staff·
- Deal with all letters, e-mail, fax correspondence as requested or required·
- Enter and retrieve information into local logging system·
- Maintain and update customer and internal information·
- Reach targets in respect of customer solutions·
- Be proactive on receiving customer feedback in terms of your customer service performance·
- Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth

REQUIREMENTS:

Full details of both pre and post training minimum skills are held within the department.
Pre-recruitment experience, knowledge and skills required are:

Experience:

- Previous call centre experience desired but not essential·
- Previous customer service experience essential·

Knowledge:

- Post Leaving Certificate Course in IT an advantage·
- Knowledge of PC applications – Hardware & Software – particularly storage, wireless, multimedia and memory productsSkills·
- Have excellent communication skills –both written and oral required·
- Practice empathic listening skills ·
- Have the ability to handle many calls for long periods ·
- Have the ability to provide consistent, positive customer service ·
- Identifies customer needs, manages expectations, and defines appropriate next steps·
- Proactively solves customer problems·
- Ability to work on owns initiative and under pressure in order to achieve deadlines

BENEFITS:

- You are eligible to participate in the Company's Private Health Insurance scheme from your date of hire - Quinn Ireland - Essentials Plus
- 20 days paid holidays
- Following successful completion of your probation period, you will be eligible to join the company sick pay scheme
- You will be eligible to participate in our company life assurance scheme, which provides cover of four times your annual base salary
- Following five months of your employment, you have the option to join the company's pension scheme

If you are interested send your CV now to claire@approachpeople.com (please note that at this stage our Client only accepts applications from candidates based in Ireland already)

Send your CV to vanessa@approachpeople.com