IT Support Engineer

Job Description

Our client are an innovative Group of Companies that are at the height of phenomenal growth and development and are looking for an IT Support Engineer for their established Dublin Office. This role will be providing 1st and 2nd line support as shared services support both internally and externally to their customers

Essential requirements of the role
Experience within a customer service role is essential
Good interpersonal skills and an ability to converse in a confident and friendly manner
The ability to work effectively as part of a team is critical to this position
Excellent organisational skills
Ability to work on own initiative
Ability to be flexible in line with the demands of the job
Must show commitment to the team and be willing to go the extra mile
Good working knowledge of Excel, Microsoft Word, E-mail, CRM systems
Work effectively in a fast-paced environment with tight deadlines

Desirable requirements of the role
Experience of working in a wholesaler or franchise environment.
Experience of managing an EPOS system, setting prices and configuring promotions.
Experience of Microsoft Dynamics365 CRM system for managing customer experience.

Key responsibilities
Providing support to Internal Support to other companies within the group and External Support to their pharmacy customers across Ireland.
Liaise with customers to address product, merchandising and account issues.
To cross train into other areas of customer service as required.
Log and manage all customer queries through the Magna CRM system (based on Microsoft Dynamics365).
Setting up new customers on their EPOS and ordering systems.
Liaise with key suppliers to their businesses and pharmacies to address product, pricing and ordering problems.

Work activities include:
Logging incoming customer technical issues and take ownership and work on resolving each issue.
Communicating with customers on technical issues and supporting them to resolve all issues.
Communicate with third party technical vendors for third-level support and escalation of issues.
Occasional on-site visits to customers to resolve problems that could not be addressed over the phone.
Site visits to train customers on new software solutions or systems that we deliver.
Updating all reporting required as part of customer engagement processes.
Understand customers' needs and determine the appropriate course of action in line with agreed standard operating processes (SOPs) and policies.
Provide a high level of customer service as outlined within the agreed quality standards.
Personal skills required
Excellent attitude and phone etiquette.
Excellent written and verbal communication and people skills.
Strong relationship-building skills and customer-service oriented.
Ability to handle multiple requests and issues simultaneously and prioritise.
Display high standards of work ethic and learning agility
Exhibit professional communication skills (verbal and written)
Ability to learn new skills quickly - e.g. supporting or delivering new applications

Candidates coming from a retail/epos background would be advantageous for this role. If you are looking to be part of a company that is at the height of growth and development even through a Global pandemic call Karen now for immediate interview on 0044 7539 719925 or email your updated CV application to karen.hill@headhuntinternational.com