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Brook Street Recruitment is working on behalf of our client in Belfast who is looking to recruit a home working Technical Support Agent - role will invole working evening shifts
Job Purpose
This role is to take inbound calls and to provide exceptional service to merchants, partners, and resellers. The merchants and partners will call inbound seeking technical support for terminals and gateways in credit card and ACH processing.
You will provide solutions to their challenges, bridge knowledge gaps, and proactively recommend ways they can maximise their revenue potential. You have an understanding that our merchants success is also our success.
Being able to work in a collaborative and highly motivated environment is critical. The Technical Support Advisor will have the responsibility and authority to ensure that our merchants and partners are highly satisfied with the level of service the company provides. They will have a high-level knowledge of all terminals and are responsible for training, assisting, and escalating to proper parties when needed.
Duties and Responsibilities
- Provide client support via email and telephone
- Process all technical enquiries, orders, and general administration timely and accurately
- Coach customers to be product experts so they become increasingly self-sufficient
- Taking the appropriate action to ensure customer expectations are fully delivered
- Liaising with internal teams as required
- Contribute to process improvement in technical support by identifying sources of merchant issues, recognising trends, and sharing reports with the Leads and Manager
Qualifications
- Prior experience where you can demonstrate your passion for Technical support
- Be able to work on own initiative as well as part of a team
- Strong written and oral communication skills
- Effective administration, planning and organisation skills with strong attention to detail and accuracy
- Ability to work in a fast-paced environment to provide top level customer support
- Be computer literate (Word, Excel, Microsoft Outlook)
Role will involve home working shifts between 2pm and 10pm Monday to Friday - There will be a requirement to work one Saturday per month
There are other evening shifts available and these are 4.30pm to 3am and 6.30pm to 3am
These can be discussed in the interview
Salary will start on £27k per annum
There are benefits such as twice-yearly bonuses - you will also get paid £60 per month to cover the cost of your broadband for working from home
Please send CV to Colleen Farquharson via the apply link
AGAIN - PLEASE NOTE THAT THIS JOB IS ONLY AVAILABLE TO APPLICANTS RESIDENT IN NORTHERN IRELAND !
Brook Street is acting as an Employment Agency in relation to this vacancy
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
