Call Centre Support Agent

HomeSecure is a leader in the Irish Alarm industry, and we are looking to add a Call Centre Support Agent to our team. The purpose of the Call Centre Support Agent is to provide effective support to our Field Engineers and Customer Service team to promptly resolve technical issues relating to alarm systems and to proactively resolve issues through customer contacts where necessary.

The successful candidate will join a vibrant team working in a fast paced, customer focused business.

We're looking for you to continue the journey with us as we keep growing, going from strength to strength, learning and constantly innovate and excite within our industry.

Basic Salary €27,500 annually increasing to €30,000 after 12 months

Responsibilities:

Provide technical support to our Field engineering team and CS team, dealing with queries via phone, chat and email channels.

Troubleshoot alarm faults proactively to minimize customer contacts requesting maintenance.

Provide problem diagnosis using support tools and follow issues through to resolution.

Daily, weekly and monthly reporting on support volumes.

Participate in the achievement of department KPI’s:

-Service Level

-Wait times

-AHT (Average Handling Time)

-Tasks cleared/completed

Requirements:

Fluent written and oral English.

Good knowledge of Microsoft suite, with a particular focus on Excel.

Familiar with GSM and Broadband connected systems.

User experience with fault reporting and ticket systems.

Working knowledge of alarm industry an advantage but not essential.

The Right Person:

Problem solver that can work on their own initiative.

Be solutions-focused, with excellent attention to detail.

Can work as part of a team but also on assigning solo projects.

Works well in an ever-evolving work environment (process improvements)

This is an excellent opportunity to join a growing, customer-focused organization. Apply today and take the next step towards an exciting career at HomeSecure!