Job Description

Ranked as one of Ireland’s best workplaces, by ‘Great Place to Work’.

With 300 employees and growing, we are seeking a Broadband Technical Support Advisor who will work in our Customer Experience Team on a full-time basis at PrepayPower.

The successful candidate will be highly target-driven with strong experience working within a customer support role preferably in a Utilities industry.

Our workplace is fast-paced and innovative. We believe in employee progression and recognising performance; we enjoy working hard, smart, and having fun.

If you are ambitious, results-focused, and enjoy a challenge, you will enjoy working with PrepayPower

Your New Role Responsibilities:

  • Provide Tier 2 Technical Support to customers via Call, Email, and Chat
  • Correct issues and provide resolutions of complex technical issues
  • Perform Tier 2 Network, Modem, and Device Management troubleshooting
  • Assist in the creation of processes and procedures for Broadband Technical Support operations
  • Communicate effectively with management and co-workers.
  • A team player and mentor for our junior members.
  • Documenting all interactions with customers.
  • Liaising with 3rd party vendors
  • Document current and future configuration processes and policies.
  • Assist in the preparation of all relevant project-related documentation as required by the company.
  • Escalate significant issues to service, network, or other operations engineers.
  • May require evening and weekend work as needed to support business

Essential Experience & Skills to Succeed:

  • Proven industry experience or 3rd Level degree with a focus on one or more of the following: Technical Support -Customer Service -Information Technology -Computer Networking -Customer focused
  • Experience working in a fast-paced environment
  • Possess excellent customer service/public relations skills
  • Telecommunications, computer networking, and repair experience desired.
  • Ability to multi-task.
  • Flexible with work schedule
  • Strong problem-solving skills
  • Ability to perform daily and routine functions with minimum supervision
  • PC proficiency; MS Outlook, MS Word, MS Excel, Office 365
  • Ability to work with and assist fellow technicians
  • Analytical abilities

Career Incentive & Benefits:

  • Competitive salary
  • Great career progression opportunities
  • Annual Leave increases with continuous service
  • PrepayPower Employee Tariff
  • Fast-growing company with strong market growth
  • Fast-paced and friendly team environment
  • Great staff social events, monthly beer and pizza, regular fruit drops, and Friday breakfast
  • We are located in Dublin 18, close to the Luas, Stillorgan Stop, M50, and major Dublin Bus routes
  • Modern, state-of-the-art facilities.

PrepayPower is the market leader for Pay As You Go for electricity, gas, and broadband in Ireland. We disrupted the energy market in 2011 with one purpose in mind: To give people total control and complete transparency over their electricity costs. Over 155,000 customers have already switched to PrepayPower. In a market dominated by semi-states and subsidiaries to large energy multinationals, we are proud to be Irish owned, independent while working in an inclusive and diverse workplace! Our approach is different and customer-driven. We pride ourselves on providing customers with an excellent level of service.

PrepayPower is an Equal Opportunity Employer, we believe and treat all our employees, customers, and other stakeholders with dignity and respect.

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