Helpdesk / Sales Support Agent (Work from home position)

Nova Broadband is a Cork-based internet service provider (ISP). Using our own broadband network, we have been providing high-quality communications services including residential broadband and business IP services since 2004. We are growing rapidly and an opening exists for key personnel to join at an exciting time, with a unique opportunity to grow with the business.

We are renowned for a high level of customer service and technical support and believe in providing a level of reliability and quality that is head and shoulders above our competitors.


Tasks/Responsibilities:

  • Answer inbound technical support calls, emails and online tickets from business and residential broadband customers and returning of messages

  • Log helpdesk tickets, requesting relevant information from customers

  • Provide timely support to engineers on installations or service calls

  • Escalate any tickets, network faults or resource issues where appropriate

  • See tickets through to closure (or escalation if absolutely necessary), mindful of keeping time-to-resolve as short as possible

  • Maintain a friendly, helpful manner towards customers and colleagues when under pressure

  • Configure user accounts, customer routers, phone adapters, etc. as required

  • Daily calls / emails to existing customers to roll out new products available in their area

  • Answer inbound sales enquiries via phone, email and social media

The successful candidate will:

  • Have a minimum of 1 year experience in an IT helpdesk role with a cross selling / upselling element (direct interaction with end user a requirement)

  • Have excellent customer service skills

  • Have a good working knowledge of information and communications technology

  • Be able to juggle multiple support tickets with any other ad-hoc tasks effectively

  • Be capable of working under time pressure with excellent time-management ability

  • Be happy to work autonomously while being able to contribute to our team when required

  • Have impeccable oral and written communication skills and fluent English

Apply with your CV to admin@novabroadband.ie