Customer Support

• You will be the voice of our company, dealing with various customer enquiries and ensuring that they are handled with professionalism and care.
• Providing excellent customer service with a key focus on doing the right thing for each customer – deliver solutions that meet their individual needs.
• Identifying vulnerable customers and adapting approach, providing additional support when required.
• Handling escalated customer queries with empathy and integrity, logging accurately
• Dealing with a wide range of queries across telephony / email / web chat / channels

Irish Speaking Customer Service Advisor

• Deliver excellent customer service, ensuring the best outcome for each customer
• Handle queries across phone, email, webchat, and social channels
• Identify and support vulnerable customers with care and empathy
• Manage escalations professionally, ensuring accurate logging

Customer Service Advisor – Part-Time

• Provide advanced support and troubleshooting for meeting room tooling.
• Maintain and manage meeting room equipment across the core business portfolio.
• Perform disaster recovery planning, testing, and documentation.
• Collaborate with 3rd level technical teams and external vendors on infrastructure and installations.
• Monitor vendor performance, support procedures, and escalate issues as required.
• Design, develop, and implement Power Platform solutions using Canvas Apps, SharePoint, Data Factory and Power Automate workflows.
• Create and customise various data entities, forms, views, and relationships.
• Support data migration from legacy systems to new systems.
• Develop dashboards, reports, and analytics using Power BI.
• Integrate Power Platform solutions with Microsoft 365, Dynamics 365, and third-party systems.
• Ensure all solutions follow security, governance, accessibility and best practices.
• Analyse ServiceNow ticket data and meeting room performance metrics.
• Gather, clean, and validate data from multiple sources.
• Build reports, dashboards, documentation, and applications to improve visibility and decision making.
• Drive process automation and service improvements using agile and data driven approaches.
• Lead and deliver IT and AV related projects to successful completion.
• Produce and maintain comprehensive technical documentation.
• Drive testing, training, and knowledge transfer 2nd level support teams.
• Build action plans to improve user experience, processes, and product innovation.
• Foster strong working relationships across IT, business stakeholders and vendors.

2nd Line AV Support Specialist

• Handle customer inquiries via email and community channels efficiently and in a structured manner
• Draft clear, concise, and consistent responses with a focus on clarity and quality
• Maintain oversight and work in a structured way during peak periods (e.g., high jackpots causing significantly increased ticket volumes)
• Systematically collect, cluster, and document customer feedback so it can be used by product and development teams
• Identify recurring topics and patterns and proactively surface them
• Continuously improve existing content, responses, and knowledge structures
• Use AI-assisted tools in daily support operations and help further optimize them
• Contribute within the team to improve support processes using data and increase efficiency

Customer Support Agent

• Own and deliver Ireland commercial performance, including revenue growth, forecasting accuracy, and profitability improvement
• Lead and develop a high-performing Customer Experience, Service, and Sales team
• Define and execute strategic business development and account growth plans
• Build strong relationships with senior stakeholders, including public sector partners (HSE)
• Drive tender engagement and contract success, ensuring compliance with procurement frameworks
• Enhance customer satisfaction, retention, and long-term value through a customer-centric approach
• Align closely with UK & Ireland leadership to deliver regional strategy and consistent service excellence
• Monitor KPIs, drive accountability, and implement continuous improvement initiatives
• Lead margin improvement and cost-efficiency initiatives
• Manage supplier partnerships to improve service quality and reduce risk
• Ensure full compliance with Abbott’s quality, regulatory, and operational standards

Commercial & Customer Service Manager – Diagnostics

• Process all orders and other customer transactions accurately through relevant company systems within department guidelines and Quality requirements.
• Process all queries within department guidelines through relevant company systems.
• Process product complaints through relevant company systems and within the required timelines.
• Liaise with relevant courier companies and/or relevant internal teams as needed to ensure prompt delivery to all customers.
• Manage urgent and/or emergency orders/requests as they arise and communicate to the relevant teams, manufacturing plants, etc., seeking advice of more experienced colleagues as required.
• Log all internal and external customer feedback correctly and on time, promote the Customer Portal when possible.
• Maintain and update customer data as required.
• Liaise with Cook Medical field-based sales teams, Field-based Inventory team and Supply Chain Operations teams to ensure the fastest possible turnaround on all inventory, inventory returns, and resolution of any inventory issues that may occur.
• Complete all training assigned in a timely manner to ensure required level of competence for this role and to maintain audit compliance.
• Take on additional tasks and involvement in the execution of new departmental projects/initiatives as trained/required.
• Consistently display a positive attitude towards customers and colleagues, treating everyone in a professional manner and with respect.
• Always ensure a high level of customer support to all customers, taking ownership for first point of contact resolution wherever possible.
• Maintain a supportive and communicative relationship within direct and wider teams at all times.
• Carry out all tasks in compliance with the Company’s Quality Management Systems.

Customer Support Representative, French

• **About the role **
• An exciting opportunity has opened up in our Customer Service team. In the role, the successful candidate will:
• - Act as a first point of contact for customers on all service related enquiries;
• - Establish and maintain effective relationships with customers;
• - Providing a professional service by processing all enquiries efficiently;
• - Represent company services and brand positively;
• - Research and build customer’s interest in the services and products available;
• - Gather and record accurate client details;
• - Liaise with internal teams to investigate and respond to all client queries raised;
• - Assist with the Client Onboarding process;
• - Contribute to projects and process improvements as required
• - Comply with the Risk and Compliance frameworks, policies and procedures associated with the role.

Customer Service Associate

• Provide superior customer service while identifying and prioritising customer needs.
• Make knowledgeable recommendations when advising and selling optional extras to the customer according to his/her needs.
• Address all customer needs with professionalism and confidence.
• Respond to all telephone and email inquiries in a friendly and helpful manner.
• Closing Rental Agreements for returning customers.
• Stay up-to-date on product knowledge.
• Adhere to all company policies, procedures, and safety guidelines.
• Responsible for own health and safety and that of other work colleagues.
• Ad hoc duties as required.

Customer Service Representative

• - Offer direct customer service and technical support to users through phone and email on our award-winning software solution.
• - Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues for end-users.
• - Assisting colleagues from other departments in technical / software related queries.
• - Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams/members.
• - Making sure all support queries are logged as tickets within our Service portal in Zendesk.
• - Educating end-users about new systems, developments and bug fixes.
• - Supporting customers through software migration journeys, helping them transition to Bright's cloud-hosted platform with minimal disruption to their business.
• - Engage in knowledge management processes by creating, maintaining, and sharing support articles and guidance materials.
• - Embracing AI-powered tools to enhance the efficiency and quality of customer support, including intelligent search, automated ticket categorisation, and AI-assisted knowledge base development.

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