Customer Software Support jobs in Dublin, County Dublin

Job description

Who are we?
We are professional and agile. MTI is a technology innovator working to enhance customer interactions with major brands across the globe. ​ Through our hardware and software solutions, we elevate the customer experience, enhance security and business operations, and improve employee satisfaction.

What are we looking for?

The MTI GSC Technician plays a crucial role in providing exceptional customer service and handling inquiries, concerns, and requests from customers. He/she is responsible for ensuring a positive customer experience by resolving issues efficiently, providing accurate information, and maintaining a professional and courteous demeanor at all times.

Essential Duties and Responsibilities:

• Fully understands all client/project specific elements of a project/program.
• Provides support for all MTI products.
• Troubleshoot issues reported by customers and technicians and provide solutions.
• Is the escalation point for team on Field issues.
• Conducts incoming/outbound telephone calls, emails, SMS, and chat communication in a Global Service Centre environment keeping a "customer first" mentality from engagement until conclusion with one call resolution.
• Monitors the daily call que to ensure customer call hold times are minimized and volume is properly managed to meet set KPIs.
• Collaborates with department heads and stakeholders.
• Creates RMAs in AX application.
• Supports Field Technicians via video chats and direct phone calls
• Meets with internal team to set project cadence of deliverables based on client needs.
• Participates in on-call rotation to support customers after-hours and on weekends.
• Oversees auditing and spot-checks accuracy; examine photos and field reporting for field resolution.
• Ensures SAs and SA issues are checked and reported to the Field Support Lead.
• Completes responsibilities as defined by Manager or Shift Lead.
• Meets daily/weekly and monthly KPIs and SLAs, as assigned by GSC manager for individual and department goals.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Shows a passion for and is consistent in servicing internal and external customers.  
• Knowledge of Microsoft Office programs, especially Excel 
• Demonstrated ability to prioritize urgent and important tasks.
• High energy, motivated individuals who enjoy speaking on the phone and who are comfortable multi-tasking in a fast-paced environment will succeed at MTI!  
• Proficient written and oral communication skills

Requirements:

• Preferred back ground in customer service

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to lift 25lbs on occasion
• Sit for long periods of time
• Bending
• Reaching above head for items
• Ability to use a computer and telephone system

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Typical office environment with average noise and lighting levels
• Constant interruptions

Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

MTI is an Equal Opportunity

Employer Mobile Technologies, INC. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Mobile Technologies, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Types: Permanent, Full-time

Pay: €16.00 per hour

Benefits:

• On-site parking
• Private dental insurance
• Private medical insurance

Ability to commute/relocate:

• CO. Louth, CO. Louth: reliably commute or plan to relocate before starting work (required)

Work Location: Remote