MTech Mobility Help Desk Support provides call center support for our customer’s mobile devices and associated applications. As part of our Help Desk Support team you will have the opportunity to diagnose and triage customer issues within the travel, hospitality, health and transportation industries utilizing state of the art remote control tools and applications. Along with those responsibilities you will also be required to maintain an efficient and productive work area that will allow you to preform your duties in a professional and effective manner. In house training will be provided to suitable candidates .
This position is home based, within Ireland, as it is a weekend shift.
Shift: 5pm to 5am Saturday and Sunday.
Main Responsibilities
· Remote diagnostics, troubleshooting, analysis and resolution of support issues.
· Follows established process and procedures to provide support to customers via all contracted channels (phone, email, chat).
· Works effectively with other management and customers to quickly address problems as they arise.
· Maintains a high degree of technical knowledge relating to supported products.
· Properly log all information into the problem management system.
· Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.
· Contribute authoring, reviews, and updates of Knowledge Management repositories.
· Contribute to ongoing Quality Improvement initiatives.
· Represents the company in a professional and businesslike manner and communicate effectively with customers and other team members.
· Performs other related tasks, as assigned.
· Inform management of recurring problems, trends as identified
· Stay current with system information, changes and updates
Key Competencies
· Help Desk or Call Center experience and troubleshooting.
· Ability to work in a collaborative work environment.
· Willingness to contribute and support a Knowledge sharing culture.
· Positive Attitude and Customer Focus.
· Excellent Communication Skills (Verbal, Written, Interpersonal, Proactive listening).
· Balance multiple & shifting priorities
· Innovative thinking and problem solving
· Effective time management
Requirements:
- All applicants must have the legal right to work in Ireland. Non-EU/EEA Nationasl must possess a valid employment permit and the appropriate immigration stamp to be eligible for this position.
Desirable but not required:
- Languages: German, Italian, French, Spanish, Portughese.
Job Types: Part-time, Permanent
Pay: From €14.00 per hour
Expected hours: 24 per week
Additional pay:

• Bonus pay
• Performance bonus

Benefits:

• Flexitime
• Work from home

Schedule:

• 12 hour shift
• Weekend availability
• Weekends only

Work Location: In person
Reference ID: Mtech Helpdesk Support Agent