Sonraí House, Unit 3, Smithstown, Shannon, Co. Clare, Ireland V14 VN23

Now Hiring: Customer Support Representative

Due to continued expansion BBnet are currently recruiting for a full-time Customer Support Representative to be based in our Shannon office.

As part of the customer operations team, customer support representatives provide a high level of support to our existing and prospective broadband & VOIP customers, through determining customer’s requirements; answering enquiries; resolving problems; fulfilling requests; and accurately maintaining our CRM database.

  • Determines customer requirements by communicating with customers.
  • Answers enquiries by clarifying desired information; researching, locating, and providing information.
  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat.
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Advise customers on technical challenges
  • Determining the best solution based on the issue and details provided by customers
  • Sells additional services by recognizing opportunities to up-sell.
  • Maintain, track and close CRM database/ticketing system by accurately entering information, in a timely manner.
  • Track and take ownership of all outstanding queries to ensure follow through to closure, in all cases.
  • Scheduling of installer’s daily work
  • Act as support for tele-sales
  • Process customer payments, as required.
  • Escalate unresolved issues.
  • Strong Customer orientation, Accurate Data Entry Skills, Excellent Teamwork skills, Good Listening & Phone Skills, Verbal & Written Communication, People Skills, Problem Solving, Multi-tasking, Technically competent, Flexibility, Pro-active & patient.
  • Knowledge of Windows, Android and Apple operating systems would be an advantage.

Job Type: Full-time

If you would like to join our team, please forward your CV to hr@bbnet.ie 

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