February 4, 2019

Technical Customer Support Manager

Job Description

This person will be responsible for providing best in class customer service. They will drive the team to exceeding customer service targets as well as identifying areas for improvement, development of staff as well as supporting our client's key accounts and technology teams in how they can improve their products, service and overall customer experience. The position effectively reports into the Director of Customer Service.

Duties and Responsibilities:

  • Ensure that the performance of the Pharmacy Support Business Unit meets the SLA and KPI requirements;
  • Participates in Business Review Meetings with Key Accounts;
  • Accomplishes support desk human resource objectives by performing recruiting, selecting, training, coaching, counselling and overall management of employees;
  • Provides leadership development of supervisory team as well as coaching, motivating and retaining staff;
  • Directs training of new and existing staff to ensure proper call handling;
  • Respond to escalated calls, emails and act as a primary contact to respond and resolve customer enquiries and complaints in a timely, accurate and professional manner to ensure follow-through, completion and satisfaction;
  • Tracks support centre goals for First Time Call Answered, Abandon Rate, Average Speed of Answer, Average Contact Length and Service Levels, reporting to management weekly, quarterly and annually;
  • Performs Performance Driven Success Call Quality reviews of staff and provides constructive feedback as needed for improve and growth to ensure Customer Service goals are met;
  • Monitors staff attendance and performance and addresses any concerns with the guidance of Human Resources;
  • Review and approve staff time off requests whilst ensuring sufficient staff coverage;
  • Management of the IT CRM/Ticketing system and Call Centre Phone system;
  • Project a knowledgeable, enthaustic, positive behaviour that encourages staff and customer confidence and reflects high standards of professional conduct;
  • Thrive as a team-player in a fast paced, high energy, change oriented environment Perform other related duties and assignments as required;

Experience & Skills Required

  • 3+ years experience in a similar role
  • Excellent customer facing/service skills
  • Strong business acumen
  • Strong interpersonal and communication skills
  • Broad technical/troubleshooting knowledge (MS Windows, XP/Vista/7, Office Products)
  • Experience in a fast past technical support environment


  • 20 days annual leave not including 9 bank holidays;
  • Loyalty day scheme earning 1 additional day annual leave per year of service up to 25 days;
  • 5% contributionary Irish Life pension subject to passing probationary period;
  • 10% discounted rates with VHI for our clients Group Scheme;
  • Canteen with Pool Table and Games;
  • 2 Days per year paid Dental Leave;
  • 5 paid sick days per annum;
  • Staff breakfast once a month;
  • Fresh fruit for all staff every Monday;
  • Regular employee appreciation activities;
  • Staff parking;
  • Bike to work scheme;
  • Educational assistance;
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Dublin 24
Career Level
Job Type
Job Last Updated
February 11, 2019


Joe McGouran
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