Customer Service Technical Support Agent, Dublin Pike

Overall Role Purpose The Customer Services Technical Support agent will play a key role in delivering excellent customer services support in areas of technical support for Magnet+. The agent will be responsible for handling customers’ queries and faults, and ensuring these issues are brought to resolution in a timely fashion. The role is to provide telephone and email support to both internal and external customers on Data, Voice, Wireless, Firewall and Domain services, primarily in the areas of technical support.

Key Accountabilities

Be an active member of the Customer Support team by supporting overall goals to achieve realistic outcomes.

Gather customer’s information, determine the issue, assess the situation, and work with the customer to resolve the problem.

Keep the customer updated through the duration of any queries or faults.

Liaise with level 2 technical support, as well as other Magnet Networks’ departments to ensure the best customer service is delivered.

Keep clear and accurate records of daily work, using several tools and systems to do so.

Perform administrative functions including case management, system management and reporting where necessary.

Ensure any SLA agreements are adhered to.

Use escalation points that are needed during daily work.

Remain up-to-date with products, delivery methods and technology beyond scheduled training.

Required Qualifications / Expertise

Familiarity with Broadband and Telephony services.

Knowledge of basic IT concepts, IP, Broadband and voice technologies.

Experience in a customer support environment is an advantage.

Professional and pleasant telephone manner, patience and an ability to explain technical procedures over the phone is essential.

Team player - working in co-operation with colleagues and local management teams.

Self‑motivated, detailed and organised.

Clear concise English, both oral&written communication skills required.

Computer literate (including CRM knowledge, ideally Salesforce).

Demonstrable ability to negotiate and deal with difficult customers and situations.

Ability to work within a KPI driven environment.

Initiative, drive, decision‑making capability, and time management skills.

A customer‑oriented approach.

Sales experience would be an advantage.

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