Tech Support Agent

Virtual Bridges, Inc.; Belfast; Remote; GBP 27,000 - 32,000; Full time

Job summary

An innovative company is seeking a dedicated Technical Support Agent to provide exceptional service to merchants and partners. This role involves home working evening shifts, where you'll assist clients with technical inquiries related to credit card and ACH processing. You'll play a vital role in ensuring customer satisfaction by providing solutions and training to enhance their expertise. With a competitive salary and benefits including bonuses and broadband allowances, this position is perfect for those passionate about delivering top-level support in a fast-paced environment.

Benefits

Twice-Yearly Bonuses

£60 Monthly Broadband Allowance

Qualifications

• Prior experience in Technical Support is essential.
• Strong written and oral communication skills are crucial.

Responsibilities

• Provide client support via email and telephone.
• Coach customers to become product experts.

Skills

Technical Support

Communication Skills

Administration Skills

Problem Solving

Computer Literacy

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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PLEASE NOTE THAT THIS JOB IS ONLY AVAILABLE TO APPLICANTS RESIDENT IN NORTHERN IRELAND!

Brook Street Recruitment is working on behalf of our client in Belfast who is looking to recruit a home working Technical Support Agent for evening shifts.

Job Purpose

This role is to provide exceptional service to merchants, partners, and resellers. The merchants and partners will call into the call centre, 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 understand that our merchants' success is also our success.

Being able to work in a collaborative and highly motivated environment is critical. The Technical Support Specialist 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 become product experts so they become increasingly self-sufficient.
• Take appropriate actions to ensure customer expectations are fully met.
• Liaise with internal teams as required.
• Contribute to process improvement in technical support by identifying merchant issues, recognising trends, and sharing reports with the Leads and Manager.

Qualifications

• Prior experience demonstrating passion for Technical support.
• Ability 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.
• Computer literacy (Word, Excel, Microsoft Outlook).

The role involves home working shifts between 2pm and 10pm, Monday to Friday, with one Saturday per month.

Salary starts at £27k per annum.

Benefits include twice-yearly bonuses and a £60 monthly allowance for broadband costs.

Please send your CV to Colleen Farquharson via the apply link.

NOTE: THIS JOB IS ONLY AVAILABLE TO APPLICANTS RESIDENT IN NORTHERN IRELAND!

Brook Street NMR is acting as an Employment Agency for this vacancy.