back to search results


  • DUBLIN 2
Apply now
  • Job reference number:15285855
  • Client ID:RI/JO-1709-360802_4
  • Posted on:12-OCT-2017
  • Location:DUBLIN 18, DUBLIN SOUTH
  • Job type:PERMANENT

Software company are seeking an experienced Technical Lead to manage a helpdesk who support customers on technical issues related to the software.

Your role:

  • Supervise the operation of a busy helpdesk of Application Support Engineers.
  • Ensure customers receive the best quality of service and support in an efficient, knowledgeable and timely manner.
  • Be a point of Escalation for the team.
  • Provide regular feedback on helpdesk calls and trends to senior management.
  • Liaise with related finance, sales & technical teams to ensure customer calls are progressed as efficiently as possible.
  • Maintain regular communications with customers to keep them updated on the progress of their issues/queries.
  • Drive new initiatives based on best practice, customer feedback and personal observation.
  • Ensure adherence to company policies at all times.
  • Other ad-hoc duties as required.

Your profile:

  • A college degree or similar qualification in a related business or technical field.
  • 5+ years experience in a LEAD role
  • Solid Technical Background
  • A customer focused, structured and highly organised individual.
  • Customer service and technical support experience in the IT industry.
  • Assertive, confident personality with excellent communication and people skills.
  • A proven track record in a similar role where you had influence on customer service quality.
  • Self-motivated with the ability to motivate others to deliver a high level of customer service.
  • Experience in writing customer service correspondence.
  • Proven ability to work under pressure and deliver within tight deadlines.
  • Results oriented and deadline driven with a high degree of accountability and responsibility.
  • Fluency in written and spoken English, and eligibility to work in Ireland are essential.

This job originally appeared on