Customer Service Representative

Job title: Customer Service Representative

Company: Nostra


Job description: Job DescriptionNostra is a leading Managed Service Provider (MSP) in Ireland, dedicated to delivering advanced IT solutions that enable businesses to build reliable, secure, and scalable IT foundations. With a commitment to continuous improvement, we serve a diverse range of industries, providing exceptional services that empower our clients to focus on their core business goals. Nostra is exponentially growing and we are expanding our Customer Service team! Nostra has offices in Galway, Cork and Dublin.Responsibilities:

• Monitor IT support help desk platform and assign service desk tickets as they arrive via email or phone.
• Ensure 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 and sunny demeanor.
• Confident telephone skills and enjoys interacting with people.
• At least 2 years of previous customer service/administration experience.
• Experienced in Microsoft 365 Office and Teams/SharePoint.
• The role is based full time in Parkwest HQ office.

Some of our Benefits:

• Generous professional development budget.
• Company Pension.
• Health Plan.
• Wellness Benefit.

Some Technologies We Work With:Office 365 (Exchange Online, SharePoint, Teams), Azure, Backup, DR, AVD, Intune, SonicWALL, Cisco, firewalls, access points, Aruba (gateways, switches, access points, central), Datto (Backup, DR, Access Points), Unifi (access points, switches), HP, Dell.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.

Expected salary:

Location: Co Galway

Job date: Sun, 11 May 2025 22:28:36 GMT

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