Are You customer Focused?


 Are You Customer Focused?

If the answer is yes, then we would love to hear from you. At Kaptec we are
committed to our customers and behind our customers are a passionate team of
employees who share the same focus. We understand that behind every good
business is an even better team and we are committed to developing our teams
with regular training and advanced training opportunities.

Innovative and focused team members are at the core of Kaptec and we are always
striving to meet like minded individuals, always growing, always achieving.

Join the team - Careers

Position Now available for:


Job Description

This role has responsibility for delivering a first class customer service.

Customer Service Agents are strong team players who are passionate about putting the customer first. Customer Service Agents report to the Team Leader who has overall responsibility for the service.

Roles & Responsibilities:

• Handle incoming customer interactions via telephone, email or chay
 Provide information about products, process return/refunds, cancellations, handle pre-sales queries, deliveries, handle complaints.

• Process Sales Orders identifying opportunities to up sell/cross sell

• Log all information accurately on the customer CRM system for each interaction

• Resolve customer issues, troubleshooting product issues, handling medical complaints

• Contact customers via outbound calls or email to notify them of delays in delivery

• Where unable to resolve customer issues, escalate using customer escalation process. Retain ownership of customer issue through to closure

• Identify opportunities for improving processes

• Participate in weekly team meetings


• Excellent customer service skills; this includes good writing skills.

• Ability to work independently and proactively

• Good problem solving skills

• Excellent interpersonal and planning skills.

• Strongly team-focused

• Excellent command of the English Language

• Strong documentation skills and the ability to compose written correspondence to a professional standard

• Good listening skills and extreme attention to detail

• Proficient skills in MS Outlook, Word, Excel, PowerPoint, CMS, etc.

• Ability to work flexible hours

Key Performance Indicators:

• Customer specific targets

• Product and process knowledge

• Attendance and punctuality

• Quality of case management

• Call, email & chat handling


We are expanding our 24/7/365 Global Service Desk based in Castlebar Co. Mayo.

We are looking for suitable candidates who have prior service desk experience and willing to work to a shift pattern.

Main responsibilities:

• Resolve customer (technical) issues using the tools and systems

• Respond to all support requests in a prompt, professional and courteous manner

• Accountable for quality and efficiency aspects of each customer query, in line with customer expectations.

• Be a central part of identifying improvement opportunities

• Complete follow-on actions as appropriate

• Invoke escalation procedure both technical and non-technical in a prompt and timely manner.

• Responsible for logging calls reported to the Service Desk via Telephone or Email.

• Resolving 1st line support calls, including AD Admin, Permissions, Application Support, escalating to 3rd Parties where necessary.

• Following IT procedures e.g. ITIL and strictly complying with our Policies.

• Produce Management Information as required by the IT Manager.

• Monitor incident and request progress against SLA targets, liaising with support groups and keeping users informed of progress

• Quality check and close resolved support calls with agreement of user

• Use remote access software to interrogate end user PCs to identify and rectify technical issues


• Appropriate second or third level qualification or ITIL certified/trained an advantage, able to demonstrate appropriate significant and relevant experience in a similar role.

• Good working knowledge of PC technologies used in one or more of the following hardware platforms: Desktops/Laptops/Mobile Phone

• Good to excellent working knowledge of one or more current operating systems and one or more of Microsoft or other applications like Office, MSX, SQL,and/or other manufacturers software.

• Working knowledge of network client installation, configuration and troubleshooting issues.

• An understanding of network server roles (For non Server/storage functions).

• Confidence in interpreting these in order to troubleshoot customer issues.

• A clear understanding of the dependencies between operating systems and/or driver versions and revisions, and an ability to provide customers with correct combinations in form of software fixes. An understanding of how to install these correctly.

• Excellent customer service skills; this includes language proficiency and communication skills, good writing skills.

• Ability to work independently and proactively

• Good problem-solving skills

• Good written skills

• Good analytical skills

• Excellent interpersonal and planning skills.

• Strongly team-focused

• Commitment to self development and may assist in development of others

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