Address Job Summary:
In a nutshell – you will provide subject matter expertise along with efficient, professional and effective technical customer support in response to customer issues and queries. Job Description :
Role Location:
Belfast
What does the Company do?
Wellington IT is part of Volaris, an operating group of Constellation Software Inc, Canada’s largest software company. Volaris acquires and strengthens Companies within the markets they compete, enabling them to grow – whether that growth comes through organic measures such as new initiatives and product development, day-to-day business or through complementary acquisitions.
Wellington IT provides the most successful range of Credit Union software in Ireland, currently moving billions of euro each year and managing funds for more than 1 in 4 Irish people. Our customers use our software to power every aspect of their financial services business from savings and loans, through to business intelligence, online banking, mobile apps, debit card services and ATMs.
What is unique about the role/ Company?
- You will get the opportunity to work in a close-knit team with lots of support and attention so the learning will be second to none!
- Our culture and environment are fun, down to earth and inclusive and every role is important so you can really make your mark!
- You’ll not only get the opportunity to make a key contribution to the way we run our business locally but you’ll also be able to navigate your future career within the wider Volaris Group globally – the best of both worlds we think!
- Perks? Where do we begin? Well, 35 days leave + your birthday off (because what is worth celebrating more than being born?), competitive base salary + a market-leading discretionary bonus scheme for all permanent staff, healthcare provision, flexible working, wellbeing incentives, regular social events and a host of training and development opportunities. We also offer a comprehensive onboarding process including a Buddy Programme as well as access to experienced industry experts both locally and across the globe as part of the Volaris family – all with a view to helping you grow your career and perform at your best, both inside and outside of work!
What will I be doing day to day?
In a nutshell – you will provide subject matter expertise along with efficient, professional and effective technical customer support in response to customer issues and queries.
In a bit more detail you will be;
- Diagnosing Customer technical issues; gathering the necessary information and performing standard, preliminary research using all relevant available resources
- Documenting and updating Customer queries or issues in ticket management system and tracking incidents through to resolution/escalation
- Identifying potential problems (via information gathering, ticket trends, etc.) and communicating information to Management in a timely manner
- Communicating with Customers in a clear, positive and professional manner
- On occasion, joining our implementation teams in delivering projects including spending time on client site as applicable
- Working very closely with Management to ensure the support team is delivering to agreed KPIs and SLAs
- Performing any other reasonable duties as required by Management
What do I need to be eligible to apply?
- Experience in an IT Helpdesk or Credit Union role providing technical or problem resolution
- Experience resolving Customer requests on the first contact where possible and where not , ensuring we action the request to the right team.
- Proven Customer Support/Service experience or experience as a Client Service Representative
- Track record of delivering “Best In Class” Customer Experience
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of situations
- Excellent written and verbal communication skills
- Ability to multi-task, prioritise, and manage time effectively
- Familiarity with Microsoft Suite of Applications (Word , Excel etc.)
- Experience of diagnosing and solving problems
- Currently holds independent right to work in UK
It’s not a deal breaker but we would really like it if you also had:
- Knowledge of or experience with the Credit Union market
- Good understanding of retail banking IT systems infrastructure
- Experience in retail banking/credit union operations
Wellington IT reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.
How do I apply?
If you think you are the right fit for this role, submit your CV via our online recruitment portal.
Wellington IT is an Equal Opportunities Employer
Worker Type:
Regular We reserve the right to enhance the criteria as necessary to facilitate the shortlisting process
