Customer Service Representative

Our clients are predominantly business owners who are focused on ensuring their day-to-day operations perform as they should, I.T, networks, systems and cybersecurity are generally not something they have time to consider and that is where we step in. We manage all of the I.T. requirements so that people don't have to worry about whether their data and systems are protected.We are looking to hire a full time Customer Service Representative to join our team on-site in either of our Galway or Cork offices.  The Role:  Customer Service Representative Responsibilities:Monitor IT support help desk platform and assign service desk tickets as they arrive via email or phoneEnsure all issues are responded to, actioned, and escalated as required, communicating with the customer regarding incident progress where necessary. Control ticket flow to ensure tickets are moving through the system and are not idling.Assist the Service Manager with the planning and scheduling of IT equipment installations, ensuring maximum utilization of resources. Schedule onsite visits for Field Service engineers when necessary Invoicing works from Service Desk team.Adopt, adapt, and continually work to improve on processes and procedures already in place for the service desk and professional services teams.  Provide status reports to customers. Prepare various reports on service desk activity, SLAs, resource utilization, etc.Develop and maintain strong client relationships through effective telephone/email communication.Support the operation of the customer service department.Other duties as required.Requirements:A can-do attitude Confident telephone skills and enjoys interacting with people.At least 3 years of previous customer service/administration experienceExperienced in Microsoft 365 Office and Teams/SharePoint.This role is a full-time office based role At Nostra we value our people.  We are a passionate team committed to doing our best, our values are trust, accountability, expertise, people, integrity, and empathy.  These values form a central part of our recruitment process. Nostra is an equal opportunity employer committed to diversity and inclusion.