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BT Support Team Members

Concentrix
Swords, Dublin
Full-time
Permanent
Entry level

Technical Support Professional on behalf of BT

Location: Swords, Dublin

Working Hours: Shifts between 7am-11pm, Monday-Sunday

Objectives:

“The primary role of the Technical Support Professional is to provide first class technical and billing assistance to BT customers”. Support Professionals will handle technical customer inquiries in a courteous and professional manner while providing the highest level of customer service. Will be called upon to utilize various databases and develop analytical skills to resolve problems accurately in the most efficient manner while maintaining an excellent customer service level.

Responsibilities:

 Provide first class support within a busy call center environment to customers via telephone

 Achieve and maintain call handling and quality based statistics

 Effective use of the systems and tools available to the Support Centre

 Track and document information regarding customers and their queries in call tracking database

 Contribute to overall team performance, including support and assistance of other team members

 Promote additional client services as required

Personal Success Profile:

 Excellent Customer service skills with a minimum of 1-year customer service experience

 Excellent communication skills to include verbal, written and listening

 Ability and willingness to solve problems and provide support

 Full flexibility to work various shifts from 7.00am – 11.00pm, 7 days a week

 Experience in an environment where adherence to a schedule is of the utmost importance

 Good knowledge and understanding of internet, broadband, supported CPE (modems, terminal adapters, routers, etc…) mail clients, web browsers, FTP and computer operating systems

 Must be able to work in a high volume, fast paced, goal-oriented environment

 Must have strong initiative, be positive and a quick learner with attention to detail

 Ability to work independently and in a team environment

 Resilient and calm with an ability to assist customers and drive brand loyalty

 Ability to manage time wisely to meet call handle time and work with targets

 Leaving certificate or equivalent

We offer you:

 Salary of €20,500 per year plus Performance Bonus Plan

 An exciting full-time, permanent job in an energetic environment

 Excellent benefits and company discounts

 Pension plan & life assurance

 Opportunities for development and promotion

 Site canteen and Breakout area

 Location easy to reach by Public Transport

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