Technical Support Advisor

ZipRecruiter; Belfast; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

A recruitment agency is seeking a Technical Support Agent for a home-working position in Belfast. This role requires exceptional customer service and technical support skills to assist merchants with credit card and ACH processing. Applicants should live in Northern Ireland, as training will occur on-site. Shift hours include evenings and one Saturday per month, with a starting salary of £27,000 plus bonuses.

Benefits

Twice-yearly bonuses

£60 monthly broadband allowance

Qualifications

• Prior experience in technical support.
• Ability to work in a fast-paced environment.
• Strong written and oral communication.

Responsibilities

• Provide client support via email and telephone.
• Process technical enquiries and general administration.
• Liaise with internal teams as needed.

Skills

Communication skills

Technical support passion

Organizational skills

Computer literacy

Job description

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. The role will involve working evening shifts.

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

Job Purpose

This role involves taking inbound calls and providing exceptional service to merchants, partners, and resellers. The merchants and partners will call seeking technical support for terminals and gateways in credit card and ACH processing. You will provide solutions, bridge knowledge gaps, and proactively recommend ways to maximize revenue potential. Understanding that our merchants' success is also our success is key. Collaboration and motivation are critical in this environment.

Responsibilities

• Provide client support via email and telephone.
• Process technical enquiries, orders, and general administration accurately and promptly.
• Coach customers to become product experts for increased self-sufficiency.
• Ensure customer expectations are fully met through appropriate actions.
• Liaise with internal teams as needed.
• Contribute to process improvements by identifying merchant issues, recognizing trends, and sharing reports with Leads and Managers.

Qualifications

• Prior experience demonstrating passion for technical support.
• Ability to work independently and as part of a team.
• Strong written and oral communication skills.
• Effective administration, planning, and organizational skills with attention to detail.
• Ability to work in a fast-paced environment providing top-level customer support.
• Computer literacy (Word, Excel, Outlook).

Additional Details

The role involves home working shifts between 2pm and 10pm, Monday to Friday, with one Saturday per month. Other evening shifts are available (4.30pm to 3am and 6.30pm to 3am), which can be discussed in the interview.

Salary starts at £27,000 per annum, with benefits including twice-yearly bonuses and a £60 monthly broadband allowance.

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

IMPORTANT: THIS JOB IS ONLY AVAILABLE TO APPLICANTS IN NORTHERN IRELAND.

Brook Street is acting as an Employment Agency in relation to this vacancy.