Customer Service Advisors supporting electricity customers in Ireland through various channels. Responsible for handling customer queries and providing excellent service in the Customer Care Centre.
About the role
- Oversee day-to-day operations of the service desk team and ensure IT support services meet SLAs and customer satisfaction goals
- Perform day-to-day service desk tasks, guide/mentor analysts, and handle escalations
- Drive continuous improvement in service delivery and identify areas for process optimization
- Lead customer transition and onboarding/offboarding, coordinating with implementation teams to ensure smooth handovers
- Develop and maintain documentation and customer-specific processes; update knowledge base articles
- Oversee incident and request management: logging, tracking, categorization, prioritization, escalation, and SLA adherence
- Act as point of escalation for complex or critical issues and communicate changes in support responsibilities and SLAs to stakeholders
- Monitor ticket trends and generate reports on service desk performance, ticket volume, resolution times, and SLA adherence; present KPIs to management
- Conduct customer feedback surveys, maintain stakeholder relationships, communicate service updates, outage information, and resolution timelines
- Identify skill gaps, organize training and onboarding for team members, and encourage continuous learning and knowledge sharing
- Serve as first point of contact for customers via phone or email, perform remote troubleshooting, validate and triage tickets, follow up and update customer status
Requirements
- Bachelor’s degree in information technology or equivalent work experience (5 Years)
- Proven experience in a Service Desk Role
- Strong understanding of IT service management (ITSM) and ITIL principles
- Experience with ticketing systems (e.g., ServiceNow, Jira, or similar)
- Good knowledge of Windows, Active Directory, Office 365, and networking fundamentals
- Familiarity with remote troubleshooting tools and techniques
- Excellent leadership, coaching, and people management abilities
- Strong problem-solving and decision-making skills (bonus/added advantage)
- Effective communication and customer service orientation
- Ability to handle high-pressure situations and escalations
- Ability to work independently and collaborate with cross functional teams
- In-depth knowledge of managed services processes and best practices
- ITIL Foundation certification is a plus
Benefits
- Supportive team environment: "Unselfish with knowledge", "Flexible and Diverse", "Give a shout-out and there will always be help"
- Pick your own adventure: internal mobility and funded learning to change roles
- Breadth of experience and purpose: ability to impact change and control professional success
- Flexible, modern, working arrangements: A hybrid working model that allows for a balance of productive remote working and in-person collaboration
- Adjustments and support for people living with disabilities or neurodiversity during application process
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
MI
Product Support Specialist providing technical support for Mindex products. Triage customer inquiries and troubleshoot product - related issues in a hybrid work environment.
BS
Border StatesCustomer Service Representative
Customer Service Representative supporting sales operations and customer inquiries at Border States Electrical Supply. Collaborating with sales and marketing to enhance service quality and efficiency.
BS
Border StatesCustomer Service Representative
Customer Service Representative enhancing customer sales and service while supporting the day - to - day operations of the team. Part of a leading electrical supply distribution company.
WA
Wing AssistantClient Success Support Specialist
Customer Support Representative assisting Customer Success Managers with administrative tasks in a remote - first company. Ensuring client inquiries are handled efficiently and maintaining operational efficiency.
AL
Air LiquideF&P, R&A Sales Support Specialist
Sales Support Specialist improving operational efficiency for the Sales team at Air Liquide. Focused on quotations, order processing, and data analysis in a dynamic environment.
EG
Internship in corporate client management at Erste Bank for 3 months, requiring business studies background and strong MS Office skills.
US
Univar SolutionsKey Account Support Specialist
Key Account Support Specialist fulfilling sales responsibilities and customer support for Univar Solutions. Collaborating with internal teams to ensure smooth pricing and order processes.
MI
Mohawk IndustriesCustomer Service Representative
Customer Service Representative at Dal - Tile providing customer account management and support to enhance customer satisfaction. Responsible for order entry, inquiries, and various customer service functions.
MI
Mohawk IndustriesCustomer Service Warehouse Associate
Customer Service/Warehouse Associate at Mohawk Industries servicing customers and handling inventory tasks. Performing office administration duties, operating forklift equipment, and ensuring safety compliance in the warehouse environment.