Swedish Technical Support

  • Location
    Dublin, Dublin
  • Salary
    £ 8 - £ 9 / Year
  • Category
    Sales & Retail - Call Centre
  • Job type
    Permanent
  • Industry
    IT and Telecoms
  • External Reference
    JN-092018-27033

As a Technical Support Specialist, you will be the first point of contact for customers with technical problems and will provide the best and most cost effective solution to the end customer. There is a strong focus on meeting required SLA and KPI's related to the delivery of optimum remote solutions. Close liaison with various escalation teams will be a key task within the role.

The roles will suit enthusiastic candidates with customer service experience and a willingness to learn and develop.

Main Responsibilities:
*Act as the primary country contact for customers on all escalations
*Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
*Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
*Facilitate or escalate customer issues and complaints, both internally and externally
*Co-ordinate all consumable calls in order to enable dispatch of Multi-vendor consumables to customers
*Co-ordinate all Break/Fix calls in order to enable dispatch of Multi-vendor engineers to customers
*Liaise with Various Helpdesks and Third Party Service Providers escalating through these avenues to close
*Flexibility to take on additional tasks as directed by Team Lead
*Validate Customer details and requirements on data entry, categorize and deal with appropriately
*Maintain accurate database information
*Obtain call closures details on all dispatched calls


Qualifications and Experience:
*Fluency in English and Swedish
*Previous experience working in similar customer support role
*A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc).
*Skill and competency at providing professional technical telephone support.
*A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
*Able to control interactions with customers using persuasion and influencing skills.
*Able to work under pressure and deal positively with difficult situations.
*Aptitude for understanding and troubleshooting technical problems.
*Able to convey sensitivity and a positive approach to customer needs.
*Can demonstrate effective interactive skills and ability to work as part of a team.

Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.


Adecco Ireland is acting as an Employment Agency in relation to this vacancy.

Please apply with your CV to: Aisling Maher