Technical Support jobs in County Limerick

Technical Support Advisor
Location: Limerick

About this role

We are looking for tech savvy and people-focused agents to join our Technical Support team. As a Technical Support Advisor, you will be the first point of contact for eir customers when they have technical queries or issues. You will strive to ensure customer queries are resolved efficiently and will always look to advocate for the customer & improve internal processes accordingly. As a part of this team, you will be responsible for bringing eir’s purpose of connecting for a better Ireland to life.

eir’s commitment to you

In this role you will combine your technical problem solving ability with being able to empathise, understand and communicate with the customer to deliver superior results. We know that in order for you to do this, we need to invest in you - the employee. We provide tailored technical training, support from a dedicated technical team lead, a range of employee engagement initiatives & onsite events as well as career progression and advancement.

We can’t promise that we’re perfect - no company is - but what we can promise is that every day will be different, that there will always be opportunities for growth and that with your help, we will provide an exceptional customer experience.

If joining our dynamic team excites you and the below description is you, we’d love to hear from you.

Who you are

• Excellent at listening and communicating with a diverse customer base
• A problem solver - there’s no problem you can’t fix
• Adaptable and willing to learn new skills in order to grow
• Ambitious and thrive in results-driven environments
• People-oriented, finding satisfaction in helping others using empathy & patience
• Technically savvy & technically curious
• Experienced in customer service (6 months desired but not essential)

What will joining the team look like?

When you first join eir, you will -

• have 5 weeks of fully-paid & comprehensive technical support training
• learn from a dedicated team who work tirelessly to ensure you are able, ready and comfortable to provide a great customer experience

As a newly trained technical support advisor, you will:

• take calls from customers and resolve their technical queries as the customers’ first point of contact (with the support of your team lead)
• ensure customers feel supported while their queries are being resolved and proactively update them where required
• take notes during customers calls, update the appropriate databases and ensure all relevant information is up to date
• strive to meet KPIs, exceeding them where possible, and earning great incentives & rewards as a result

As an experienced technical support advisor, you will:

• be an invaluable part of the eir fabric and crucial to the success of eir’s commitment to deliver an excellent product and customer service experience
• work alongside a supportive team, deliver on your targets, solve complex issues and gain a high sense of satisfaction from helping customers
• work in a fun environment with site-specific & company-wide events throughout the year to celebrate your work and our successes as an organisation

Working Hours

• Operating hours are between 8am to 8pm, Monday to Saturday (varied shift patterns)
• Hours of operation may vary in line with business requirements

Benefits of working at eir

• Continuous support, learning and opportunities for advancement
• Competitive salary & earning potential - including consistent opportunities to win one4all vouchers, mobile phones, annual leave days and other performance-related rewards
• Staff offer on Mobile/TV/Broadband of €29.99/month + free SIM - up to €600 annual savings
• Free eir Wellness Programme & Employee Assistance Programme with access 24/7, 365 days
• Employee Referral Scheme (€500 for a successful referral)
• Pension scheme contribution
• 23 days annual leave including Good Friday
• Generous family friendly policies, including fertility, pregnancy loss, menopause and others
• Commitment to Diversity and Inclusion
• Excellent paid leave benefits
• Maternity and sick leave benefits
• Discount for Laya healthcare
• Taxsaver tickets and bike to work scheme
• Onsite parking & onsite kitchen facilities

About eir

Our purpose is to connect for a better Ireland.

Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.

Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir:

• Driven to win
• Better every day for our customers
• Building for the future
• Stronger together
• Lean - In our DNA

We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.

If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.

Job Type: Full-time

Pay: From €27,593.00 per year

Work Location: In person