Customer Service Support Desk Co- Ordinator

My client, a company specializing in the installation, management and security of computer networks, is seeking to employ a Customer Service/Support Desk Coordinator based in Sandyford.
Job Specification This position will support the engineering support desk and the Engineering Support Manager to deliver excellent customer service to our customer base. This role will effectively act as the first point of contact for customers requesting assistance and is responsible for the effective allocation of such requests to the engineering team.
Hours: 9.00 – 5.30 Monday to Friday with some flexibility on remote working.
Responsibilities Include: Managing all incoming calls.Registering all support requests on the in-house ticketing system.Managing the support queues with the service management team including allocating tickets to engineers and managing the SLA response times.Directing urgent calls to appropriate internal resources.Updating company database.Updating daily system reports and weekly engineer performance reports.Providing support to the finance and general management teams.Requirements: Previous experience dealing with customers over the phone or in a customer service role desired.Excellent customer service and communication skills.Comfortable working on their own initiative, as well as part of a team.Strong time management skills to deal with high volumes of calls.Works well under pressure.Proficient in Excel and MS Word.Fluent in English.
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