1st Line Technical Support Agent

Brook Street; Belfast; Remote; GBP 27,000 - 32,000; Full time

Job summary

A leading recruitment agency seeks a home working Technical Support Agent in Northern Ireland. The role involves assisting merchants with technical inquiries, ensuring high levels of customer satisfaction, and effective communication skills are crucial. Evening shifts from 2pm to 10pm, with a salary starting at £27k annually and additional benefits are included.

Benefits

Twice-yearly bonuses

Paid broadband allowance of £60/month

Qualifications

• Prior experience in technical support is essential.
• Strong written and oral communication skills needed.
• Ability to work in a fast-paced environment with attention to detail.

Responsibilities

• Provide client support via email and phone.
• Process technical inquiries and orders accurately.
• Coach customers to become self-sufficient.

Skills

Technical support

Communication

Administration

Customer service

Job description

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 involve working evening shifts

PLEASE NOTE THAT ALTHOUGH THIS IS A WORKING FROM HOME ROLE APPLICANTS WILL BE EXPECTED TO INTERVIEW ON SITE AND TRAIN ON SITE - IF YOU ARE NOT RESIDENT IN NORTHERN IRELAND PLEASE DO NOT APPLY FOR THIS ROLE

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

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.

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