Tech Support (Level I). Finnish/Norwegian. Dublin, Ireland.

10 Sep 2017
08 Oct 2017
Gisele Graciutti
Job Type
With this position you will be joining an American global corporation that sells document solutions and services, and document technology products in more than 160 countries.

Role: Technical Support Specialist

Main Responsibilities:

- Act as the primary country contact for customers on all escalations
- Handle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
- Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
- Facilitate or escalate customer issues and complaints, both internally and externally
- Co-ordinate all consumable calls in order to enable dispatch of consumables to customers
- Co-ordinate all Break/Fix calls in order to enable dispatch of engineers to customers
- Flexibility to take on additional tasks as directed by Team Lead
- Validate Customer details and requirements on data entry, categorize and deal with appropriately
- Maintain accurate database information
- Obtain call closures details on all dispatched calls


- Fluency in English and one of the following languages: Finnish, Norwegian
- Minimum of 6 months working in similar customer support role
- A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop -
Applications, Networking, Network protocols, etc).
- Skill and competency at providing professional technical telephone support.
- A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
- Able to control interactions with customers using persuasion and influencing skills.
- Able to work under pressure and deal positively with difficult situations.
- Aptitude for understanding and troubleshooting technical problems.
- Able to convey sensitivity and a positive approach to customer needs.
- Can demonstrate effective interactive skills and ability to work as part of a team.
- Strongly self-motivated to learn new skills to fulfil basic position requirements, to become expert in the position over an extended period of time, and to progress within the organisation.
- Able to be self-aware and conscientious of meeting all personal, team, & organisation metric targets.
- Excellent team player with a committed approach to teamwork and customer responsibilities.
- Flexibility with working time patterns which will need to align with in country requirements
- Able to maintain and project a helpful and courteous attitude in any circumstances.
- Highly resilient under pressure and adaptable to unforeseen work demands.

Competitive Salary + Complete package of benefits + Relocation/Accommodation Support

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