Customer Service Representative

Thinglabs Ltd; Castlepollard; On-site; EUR 25,000 - 35,000; Full time

Job summary

Thinglabs Ltd is seeking a Customer Service Representative in Castlepollard, Ireland, to provide technical assistance and support to customers regarding their products and services. The role requires excellent communication skills and a strong customer-oriented approach.

Responsibilities include resolving customer issues, handling support calls and emails, and collaborating with teams to ensure effective service delivery. A Bachelor's degree and prior experience in customer support are preferred but not mandatory.

The position is full-time, Monday to Friday, and requires dedication to customer excellence.

Qualifications

• 3+ years experience in customer technical support preferred.
• 3+ years experience dealing with customer inquiries by phone/email preferred.
• Experience with telecom service queries preferred.

Responsibilities

• Identify, investigate, and resolve customer problems with products/services.
• Field support calls and emails from users.
• Guide customers through troubleshooting processes.
• Collaborate with staff and vendors to resolve customer issues.
• Process customer orders and track queries.

Skills

Excellent verbal and written communication skills

Excellent interpersonal and customer service skills

Professional and pleasant telephone manner

Ability to explain technical issues to technical and nontechnical customers

Strong analytical and problem-solving skills

Proficient with computer software and systems

Accurate and efficient data entry

Excellent attention to detail

Customer focused and professional

Education

Bachelor’s degree in any field (technical/science/engineering preferred)

Job description

The Customer Service Representative (CSR) will provide technical assistance to customers and answers to general enquiries related to Thinglabs’ products and services. The role is full time and based in our office in Castlepollard Co. Westmeath. Hours are Monday to Friday 9am to 5.30pm. The role is subject to an initial probationary period of 6 months.

Duties / Responsibilities:

• Identifies, investigates, and resolves customers problems with Thinglabs’ products and services.
• Fields support calls, email, and/or other communication from users with enquiries regarding connectivity, customer portals, billing and hardware.
• Applies knowledge of Thinglabs’ products and services to solve problems.
• Guides customers through diagnostic and troubleshooting processes.
• Collaborates with other staff to research and resolve problems.
• Collaborates with vendors and partners to investigate and resolve problems.
• Processing customer orders.
• Track and take ownership of all queries ensuring follow through until resolved.
• Maintains knowledge of technology innovations and trends.
• Performs other related duties as assigned.

Required Skills / Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical customers.
• Strong analytical and problem-solving skills.
• Proficient with or the ability to quickly learn an array of computer software and systems.
• Accurate and efficient data entry and order processing.
• Demonstrate excellent attention to detail.
• Be customer focused, pleasant and professional at all times.

Education and Experience:

• Bachelor’s degree in any field, particularly technical / science / engineering, would be an advantagebut not necessary.
• At least three years of experience in customer technical support would be an advantagebut not necessary.
• At least three years of experience dealing with customer enquiries by phone and/or email would be an advantagebut not necessary.
• Experience dealing with telecom service queries and fault diagnostics would be an advantagebut not necessary.

About Thinglabs:

Thinglabs provide global IoT (Internet of Things) connectivity solutions to meet a wide range of use cases; from low bandwidth NB-IoT or LTE-M for sensors, through to high bandwidth, low latency 4G LTE and 5G for real-time video streaming.

Apply:

Please email your CV to [e-mail].