Customer Service Representative-CSR

Dublin
Fixed Term Contract
IT Support & Infrastructure
Reference: 87956_1751612961

Job Title: CSR- Customer Service Representative

Location: Dublin, Ireland

Duration: FTE- 12 Months Contract

Job Overview:

We are seeking a motivated and customer-focused Customer Service Representative to join our global Customer Support team in Dublin. This role involves providing first-line support to ensure a world-class customer experience. You will be responsible for managing and resolving technical issues, logging and tracking cases, and providing high-quality support via phone, email, and case management tools.

Key Responsibilities:

  • Log incidents and service requests on the IT Service Desk and maintain accurate records of software/hardware issues.
  • Provide initial triage and technical support by resolving customer inquiries and problems in a timely and efficient manner via phone, email, or case.
  • Escalate complex issues to internal or external support teams or Subject Matter Experts when necessary.
  • Support end users by offering guidance and training on platform usage.
  • Participate in global forums and knowledge-sharing sessions, including Transfer of Information (TOI) and other training programs.
  • Assist peers with their cases and contribute to team collaboration.
  • Perform User Acceptance Testing (UAT) and contribute feedback to improve service delivery.
  • Identify gaps in self-service documentation and suggest improvements.
  • Manage multiple support cases daily and ensure timely resolution.
  • Provide support for store applications or additional tools as needed.

Required Skills and Experience:

  • 2-4 years of experience in an IT support or helpdesk environment.
  • Strong technical background with the ability to quickly learn new technologies.
  • Proven experience in providing phone-based technical support with a focus on first-call resolution.
  • Excellent written and verbal communication skills.
  • Ability to communicate effectively at all organizational levels.
  • Strong problem-solving skills and the ability to ask precise questions to diagnose issues.
  • Comfortable handling difficult conversations with customers in a professional manner.
  • Experience with IT Service Management tools is highly preferred.
  • Basic understanding of ITIL processes and business operations.
  • Experience with SaaS applications and troubleshooting cloud-based environments.

Preferred Qualifications:

  • Degree or equivalent work experience in a Customer HUB, Customer Care, or IT Support role.
  • Prior experience supporting an Enterprise Software or SaaS environment.
  • Familiarity with IT platforms or support ticketing systems is an advantage.

GCS is acting as an Employment Business in relation to this vacancy.

Negotiable

Dublin

Fixed Term Contract

Added 04/07/2025
Reference: 87956_1751612961

Customer Service Representative-CSR

Dublin
Fixed Term Contract

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