Customer Support Coordinator – ICT Scheduling & Service Delivery
Location: Enniscorthy, Quarrypark, Co. Wexford
Division: ICT Services & Solutions – Customer Support Centre
Contract: Permanent
Hours: Full-time, Monday–Friday, 09:00–17:30
Start Date: ASAP
About the Role
Are you organised, customer-focused and confident working in a busy service environment?
We are looking for a Service Operations Associate – Technical Services to join our Customer Support Centre in Enniscorthy.
This is a coordination and administration role within an ICT environment. You do not need to be highly technical or have an engineering background. What matters most is your ability to organise workloads, communicate confidently with customers, coordinate engineers and manage multiple priorities at the same time.
You will work closely with engineers, managers, customers and internal teams to ensure service requests are scheduled, followed up and progressed efficiently.
A strong customer-service mindset is essential. You will be dealing directly with customers, including print and technical-services customers, so we are looking for someone who can build positive relationships, handle difficult conversations professionally and find practical solutions.
You should be someone who is approachable and easy-going while remaining professional and focused on finding solutions.
Role Overview
The role is responsible for coordinating service activity between customers, engineers and internal teams.
You will manage a portfolio of active customer tickets, ensuring the appropriate engineer is assigned, appointments are arranged, customers are kept informed and issues are progressed through to resolution.
You will also work with individual engineers and managers to coordinate workloads and ensure service commitments are met.
The role requires someone who can comfortably juggle multiple priorities, keep track of details and remain calm when plans change.
You will need to be confident speaking with customers, negotiating appointments and expectations, managing delays and building strong working relationships.
This is not an overly technical role. It is primarily an administrative and coordination position within an IT and Technical Services environment. An understanding of IT service management systems and basic IT concepts is important, but you will not be expected to troubleshoot complex technical problems yourself.
Key Responsibilities
- Coordinate and manage customer service tickets from initial request through to resolution.
- Assign and schedule engineers to customer requests and service activities.
- Coordinate workloads with individual engineers and project managers.
- Arrange customer appointments and ensure customers have clear information about planned work.
- Monitor ticket progress and follow up with engineers to ensure work is progressing.
- Keep customers informed about appointments, delays, progress and next steps.
- Act as a key communication point between customers, engineers, project managers and internal teams.
- Build positive and professional relationships with customers, particularly within the print and technical-services environment.
- Handle customer queries, concerns and service issues calmly and professionally.
- Manage difficult conversations and negotiate practical solutions where service expectations or schedules need to change.
- Take ownership of customer issues and ensure they are followed through rather than simply passed to someone else.
- Prioritise competing requests and adapt when urgent issues arise.
- Maintain accurate and timely information within the service management and ticketing system.
- Monitor outstanding tickets and ensure actions are followed up.
- Escalate issues appropriately when additional technical, operational or management support is required.
- Support engineers with scheduling, customer information and service administration.
- Work with project managers and internal stakeholders to coordinate engineer availability and workloads.
- Liaise with customers regarding service visits, equipment, print services and technical support requirements.
- Liaise with suppliers, warranty providers and other service partners where required.
- Produce basic reports and maintain accurate service records.
- Support the wider Customer Support Centre with administration and service coordination activities.
- Contribute to improving processes and making the customer service experience easier and more efficient.
- Maintain a professional, positive and solution-focused approach at all times.
Knowledge & Experience Required
We are open to candidates from a range of backgrounds. Previous IT experience is beneficial, but strong customer-service or service-coordination experience is more important than deep technical knowledge.
You should have:
- Experience in a customer service, service coordination, administration or similar role.
- Experience working in a busy environment where you have had to manage multiple priorities.
- Strong customer communication skills, both written and verbal.
- Experience dealing directly with customers and managing customer expectations.
- The ability to build and maintain positive customer relationships.
- Strong organisational and administrative skills.
- Excellent attention to detail and follow-through.
- The ability to coordinate the work of others and keep activities moving.
- Confidence communicating with engineers, project managers and other internal stakeholders.
- The ability to negotiate appointments, timelines and practical solutions with customers.
- A basic understanding of IT and a willingness to learn more.
- Experience using a service management, ticketing or CRM system is highly desirable.
- Good working knowledge of Microsoft Office 365.
- Fluent English, written and spoken.
Essential
- Strong customer-service experience.
- Excellent communication and interpersonal skills.
- Strong organisational and multitasking ability.
- Ability to manage multiple tickets, tasks and conversations simultaneously.
- Confidence dealing with customers, including when they are unhappy or frustrated.
- A practical and solution-focused approach.
- Ability to work collaboratively with engineers and project managers.
- Good attention to detail and accurate administration.
- Comfortable working with computer systems and learning new software.
- Microsoft Office 365 experience.
Desirable
- Previous experience in an IT, technical services, print or engineering environment.
- Experience using an IT Service Management (ITSM) or ticketing system.
- Experience coordinating engineers or technical teams.
- Understanding of ITIL or basic service management principles.
- Experience working with SLAs or customer service agreements.
- Experience dealing with print customers, equipment suppliers or technical-service providers.
- Previous experience in a service administration or service coordination position.
The Person We’re Looking For
We are looking for someone who is easy-going, approachable and professional, but who also takes ownership and is serious about finding solutions.
You will be comfortable picking up the phone, talking to customers and working through problems rather than relying solely on email.
You will be someone who:
- Enjoys helping people.
- Can remain calm when things don't go according to plan.
- Is comfortable apologising when something has gone wrong and focusing on what can be done next.
- Can negotiate without creating conflict.
- Knows how to manage customer expectations.
- Builds relationships rather than simply processing requests.
- Is confident enough to chase engineers and internal teams when necessary.
- Can juggle multiple priorities without losing track of the detail.
- Takes ownership and follows things through.
- Has a positive, can-do attitude.
- Is comfortable working in an office-based team environment.
- Doesn't need to be highly technical but is interested in understanding how IT services work.
What’s in It for You
- Competitive salary and company pension scheme.
- Free financial advice service.
- Life assurance and comprehensive wellness programme.
- Sponsored training and ongoing professional development.
- Regular team-building events and company initiatives.
- 3 Paid volunteer days per year.
- Opportunity to develop a career within ICT Service Operations.
- Training and support to develop your knowledge of IT service management and technical services.
Pay: €28,300.00-€35,000.00 per year
Benefits:
- Company pension
- On-site parking
Experience:
- SLA Coordinator: 2 years (preferred)
Work authorisation:
Location:
- Enniscorthy, County Wexford (required)
Work Location: In person
