Wayfair Hiring For Associate, Tech Support at Galway, County Galway Full Time

This role requires in-office presence from Monday to Friday.

As an Associate in Tech Support you would be a part of the Employee Technology team and play a role in providing a frictionless end-user experience to Wayfairians by serving as the first technical contact for end user issue resolution.

This is an entry level position that provides the first point of exposure into the Wayfair Employee Technology team.

In this position, your primary role is to ensure proper initial technical troubleshooting has been accomplished and that the issues are properly documented, prioritized, categorised, and, as needed, escalated to the responsible technical tier for resolution or further follow up. You will also ensure the ticket life-cycle is managed, specifically that established SLAs are met or preferably exceeded, which includes escalation through the technical tiers as required, and that reports and dashboards used to track compliance and end user satisfaction are monitored and reacted to when established metric targets are at risk.

What You’ll Do

Serve as the first line of contact and provide best-in-class customer service, problem resolution and technical troubleshooting to customer queries via phone, ticketing system, chat, and regular monitoring of ET Slack channels

Interact with end users in a courteous, friendly, and professional manner and listen attentively to customer needs and concerns; demonstrate empathy

Use available resources to answer, evaluate and prioritize calls and chats from customers experiencing problems with hardware, software, and other computer-related issues.

Ensure proper documentation of the issue and the Service Now ticketing system accurately reflects the issue, including priority and category

Determine proper category of issue; route ticket to the appropriate resolution team

Resolve issues within their skill set including basic troubleshooting, account resets, identifying obvious hardware failures

Advising and working with the end user on basic preemptive troubleshooting tasks before escalating ticket to the appropriate tier for further resolution

Route approved requests for hardware, track hardware requests status on behalf of the end user

Provide proactive communication with the end user and update them on ticket status

What You’ll Need

Knowledge of basic computer operations (Windows / Apple)

Work as part of a team as well as independently where required

Strong interpersonal and communication skills, both written and verbal, while working with diverse audiences including business users, technical users, developers, etc.

Experience responding to customer service requests

Good time management skills to ensure that commitments are met within agreed targets

A desire to learn and develop skills to accommodate a changing technology department

Assistance for Individuals with Disabilities

Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our Accomodations for Applicants form.

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About Wayfair Inc.

Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.

No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.

We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: https://www.wayfair.com/careers/privacy). If you have any questions regarding our processing of your personal data, please contact us at [email protected]. If you would rather not have us retain your data please contact us anytime at [email protected].