Network Support in Cork (Ireland)

Where: Cork (Ireland)

Extent of Work: Full Time

Click here to apply in English

About Us

Convergys provides a dynamic and challenging work environment supporting the entire NETGEAR home product line via multiple communication methods all in a professional and timely manner. Hands on training is provided using e-learning tools as well as hands on training in a live lab environment at the commencement of employment.

We Provide

• A friendly and relaxed open plan working environment.

• Clear career progression paths and opportunities.

• Competitive salary and benefits.

Duties & Responsibilities
• Handling customer calls, chats and emails utilising independent thinking and troubleshooting to find a solution for the customer.

• Taking ownership to resolve the customer issue and if not resolved escalate to the next tier of support.

• Displaying a high level of customer service during support to achieve high customer satisfaction scores.

• Adhere to escalation procedure in case of any escalations

• Manage a queue of varied customer tickets bringing each to a mutually satisfactory resolution, which can also include utilizing other departments or tiers of support.

• Must be flexible, adaptive, and able to follow and contribute to potential directional changes a dynamic business and support structure.

• Exceed customer satisfaction, phone, productivity and other individual and team targets in NETGEAR’s recognised top support environment.

Skills & Qualifications

• Fluent Swedish and English, both Oral and Written.

• A good mix of both IT knowledge and customer service skills are essential.
• Any IT certification or equivalent qualification is desirable but not essential, relevant experience will be taken into consideration.
• Experience of supporting customers in a contact centre environment would be beneficial.
• Good understanding of PC hardware/software as well as the Windows operating system.
• Excellent communication skills.
• Proven time management skills and ability to work under time pressures.

• Fantastic team spirit and mentality with a focus on customer satisfaction.

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