BBnet has been an internet connectivity provider based in Shannon, Ireland, since 2001. We specialise in providing fibre and wireless technologies to meet businesses' needs and budgets. BBnet offers bespoke packages designed for enterprises or SMEs. We partner with major fibre providers such as Enet, Open Eir, SIRO, NBI, and ESBT to ensure our customers stay online.
BBnet has vast experience providing wholesale services to ISPs and expertly provides hotel Wi-Fi for guests and the public.
Role Description
BBnet is now hiring for a Technical Support Representative based in our Shannon Office. As part of the Customer / Network Operations team, support representatives are expected to provide a high level of support to our residential, business, and enterprise customers.
· Ensuring our customers come first is the key responsibility of this role, always taking ownership of the first point of contact resolution wherever possible.
· Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat.
· Answer enquiries by clarifying desired information; researching, locating, and providing information.
· Performing remote troubleshooting through diagnostic techniques and pertinent questions
· Advise customers on technical challenges.
· Determining the best solution based on the issue and details provided by customers.
· Sell additional services by recognising opportunities to up-sell.
· Accurately enter information in a timely manner to maintain, track, and close the CRM database/ticketing system.
· Track and take ownership of all outstanding queries to ensure follow-through to closure in all cases.
· Act as support for sales and billing departments.
· Strong customer orientation, accurate data entry skills, excellent teamwork skills, good listening and phone skills, verbal and written communication, people skills, problem-solving, multi-tasking, technically competent, flexible, proactive and patient.
· Knowledge of Windows, Android and Apple operating systems would be advantageous.
· Upskill and training opportunities available for suitable candidates.
Qualifications
· Customer Support and Technical Support experience.
· Analytical Skills for troubleshooting technical issues.
· Ability to provide quality Customer Satisfaction.
· Excellent verbal and written communication skills.
· Experience in telecommunications or networking is a plus.
Benefits
· Employee discount.
· On-site parking.
Job Type: Permanent/Full time.
Salary: €27,000/yr.
Location: The role is based in our office in Shannon, Co. Clare.
Shift: Monday – Friday.
To apply: Email your CV to hr@bbnet.ie
