Store-Based Tech Support & Customer Experience Pro

Ireland Limited; Dublin; On-site; EUR 28,000 - 32,000; Full time

Benefits offered by this job

Generous staff discount

Best in class sales and product培训

Job summary

Harvey Norman Ireland is seeking a Technical Support & Customer Agent to assist customers in getting the most from their technology. The role focuses on in-store services, warranty coordination with external providers, and providing setup, repair, and trade-in solutions.

Strong time-management and organisation are essential as the job is store-based. Successful candidates will work at the stated location, with KPI-driven case management and a proactive approach to customer service and sales of

Qualifications

• Strong knowledge of consumer technology products and systems.
• Keen interest in finding and offering solutions using available resources.
• Excellent written and verbal communication skills with customers.

Responsibilities

• Manage intake of devices from customers, documenting interactions and device details.
• Manage open cases from creation to completion with timely updates to customers.
• Meet KPIs for case management including customer satisfaction and turnaround time.
• Communicate with service providers, distributors, and brand partners to meet/exceed expectations.
• Monitor case timelines and escalate to meet turnaround times.
• Process trade-in services by assessing and grading devices per inspection guides.
• Provide data solutions (data wiping, backup, restore, transfer) in a compliant manner.
• Manage dispatching/receiving devices across Harvey Norman store and partner network.
• Perform basic troubleshooting to offer appropriate solutions.
• Follow instruction guides and VMI to avoid delays.
• Position and sell setup, repair, trade-in solutions when appropriate to drive Lovetech services.
• Complete software/hardware/data services on devices in a compliant, ES)D-safe manner.
• Facilitate warranty/product care claims with service provider network and provide updates.
• Perform other tasks as directed by manager.

Skills

Troubleshooting

Device triage

Case management

Customer communication

Technology knowledge

Problem solving

Attention to detail

Learns on the fly

Process-driven

Resourceful

Job description

Harvey Norman Ireland is seeking a Technical Support & Customer Agent to assist customers in getting the most from their technology. The role focuses on in-store services, warranty coordination with external providers, and providing setup, repair, and trade-in solutions.

Strong time-management and organisation are essential as the job is store-based. Successful candidates will work at the stated location, with KPI-driven case management and a proactive approach to customer service and sales of