Technical Support and Customer Agent - Full Time

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

Ranked as one of Ireland’s best workplaces, by ‘Great Place to Work’, Harvey Norman, is a high‑profile, leading‑edge retail brand with over 300 stores worldwide selling furniture, bedding, electrical, and computer goods. With 16 stores in Ireland, we are growing, and have plenty of opportunities for talented people. If you think you have what it takes to thrive in a dynamic retail environment, we want to hear from you.

ABOUT THE JOB

The role of the Technical Support & Customer Agent is to offer support to customers to get the most from their technology, regardless of their place of purchase. This support is offered in several ways – predominantly facilitating warranty with external service providers or offering in‑store software and hardware solutions in the form of repair, set‑up, and trade‑in services. Your day in Lovetech is focused on timed and scheduled tasks, as such organisation and time‑management are important. Successful applicants will be required to work at the stated location as this role is store‑based only.

YOUR JOB – your tasks will include

• Managing the intake of devices from customers, which includes documenting customer interactions, recording device details, and completing basic triage.
• Managing open cases, from creation to completion, and providing timely updates to customers each step of the way.
• Meeting KPI expectations in relation to case management which includes measures such as customer satisfaction rate and turnaround time.
• Communicating professionally with service provider, distributor, and brand partners to ensure that customer expectations are met and exceeded.
• Monitoring case timelines and, where needed, escalating to the appropriate points of contact to ensure that turnaround time expectations are met.
• Processing trade‑in services which include assessing and grading customer devices in accordance with inspection guides.
• Providing data solutions (data‑wiping, data back‑up, restore, and transfer services) to customers in a compliant and documented manner.
• Managing the dispatching and receiving of devices throughout the extended Harvey Norman store and service provider network.
• Completing basic troubleshooting of devices for the purposes of providing the most appropriate solution to customers.
• Following all resources such as work instructions and visual mechanical inspection (VMI) guides to avoid unnecessary delays.
• Where appropriate, positioning and selling set‑up, repair, and trade‑in solutions to customers to drive sales of Lovetech services.
• Completing software, hardware (basic), and data services on customer devices in a compliant and ESD‑safe manner.
• Facilitating claims for warranty and Product Care coverage with the Harvey Norman service provider network and providing timely updates to customers each step of the way.
• Perform other tasks as outlined by your manager.

YOUR PROFILE – your knowledge, skills, and experience include:

• Technology Knowledge – has strong knowledge of consumer technology products and systems.
• Problem Solving– keen interest in finding and offering solutions, knowing how to use available resources to address new challenges.
• Communication– a strong communicator with exceptional proficiency in written, verbal, and attentive listening skills. Previous experience engaging with customers, whether through phone, chat, or face‑to‑face interactions, is highly desirable.
• Strong Sales Experience - experience interacting with customers in a sales or customer service capacity, preferably within the technology industry.
• Attention To Detail - high attention to detail and organisational skills to effectively manage multiple tasks and priorities without continuous supervision.
• Learns On The Fly – dynamic and capable of adapting to new situations and discovering innovative solutions.
• Process-Driven - thrives on structure, organization, and efficiency in their work and excels in environments where clear guidelines and workflows are in place.
• Resourceful – has a proactive mindset and thrives in a dynamic environment, continuously seeking opportunities for growth and improvement.

Why people join us:

• We’re dynamic and growing!
• Fun, high energy work environment.
• Culture of developing and promoting from within the company.
• Our entrepreneurial spirit.
• Generous staff discount.
• “Best in class” sales and product training.

Additional Information:

• This is a full‑time, 11 month fixed term contract with potential for permanency.
• We need employees to be flexible about when they work, covering store opening hours, including days, evenings, weekends, and public holidays.
• The successful candidate will be required to attend a company induction day.

Skills:

• Troubleshooting
• Device Triage
• Case Management
• Customer Communication