Most commonly reported Work Activities

• Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
• Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
• Updating and Using Relevant Knowledge Keeping up-to-date technically and applying new knowledge to your job.
• Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
• Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Organising, Planning, and Prioritising Work Developing specific goals and plans to prioritise, organise, and accomplish your work.

Most commonly reported Work Tasks

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Solicit sales of new or additional services or products.
• Order tests that could determine the causes of product malfunctions.

Further Information

• Technical Service Agent - from: GradIreland

This occupation is typically suited for people with the following Career Interests:

Realist

Realists are usually interested in 'things' - such as buildings, mechanics, equipment, tools, electronics etc. Their primary focus is dealing with these - as in building, fixing, operating or designing them. Involvement in these areas leads to high manual skills, or a fine aptitude for practical design - as found in the various forms of engineering.

Realists like to find practical solutions to problems using tools, technology and skilled work. Realists usually prefer to be active in their work environment, often do most of their work alone, and enjoy taking decisive action with a minimum amount of discussion and paperwork.

Investigative

The Investigative person will usually find a particular area of science to be of interest. They are inclined toward intellectual and analytical activities and enjoy observation and theory. They may prefer thought to action, and enjoy the challenge of solving problems with sophiscticated technology. These types prefer mentally stimulating environments and often pay close attention to developments in their chosen field.

There are many pathways to ICT support roles. People may then decide to progress to the position of network engineer or other branches of programming, design, support, and development in ICT.

Training & Development 

FET Centre Traineeship ICT/ Software and Tech deveopment support Comptia NFQ level 5 course Search our FET coursefinder

FET Centre Post leaving cert Computer specialist frontline Tech, Electronics technician, Computer Science, Systems & Networks, Engineering operations NFQ level 5 search our FET PLC coursefinder

Apprenticeships: ICT, Engineering, Sales Search Apprenticeships   

Professional Development 

Springboard courses ICT Skills & coversion courses NFQ level 6-9

Higher education Post graduate study: ICT, Managment courses at NFQ level 8 - 9

Last Updated: April, 2023

Salary Range (thousands per year)* €25k - €60k

Salaries vary based on employer, location, experience, duties, and role.

Data Source(s):
Morgan McKinley / Sigmar/ Collins Micnicholas / CPL/ Indeed/ Archer/ Azon/ Abrivia/ Brightwater

Last Updated: March, 2024

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.

View Salary information from Indeed.ie
Note: data not aways available

This information has been derived from the Solas National Skills Bulletin (2023).

Employment growth was slightly above the national average for this occupation although employment levels have changed very little since 2019. At 28%, the share of non-Irish citizens employed was above average. Employment permits issued in 2022 related primarily to the ICT sector, with language skills a requirement for some. The number of online job postings for customer service occupations fell by nearly 5% in 2022. Despite this, there was a high level of recent job hires for this occupation pointing to significant job churn. 

Data from employers (Skills for Growth and Spotlight on Skills) and the Recruitment Agency Survey shows that, outside of the ICT sector, some customer service occupations remain difficult to fill; demand was evident in the retail and financial sectors, and for skills such as digital, relationship management, and customer service Demand for customer service occupations has likely been dampened somewhat by the ICT sector restructuring; nonetheless, job opportunities will arise for those with strong people & customer service skills,especially outside the ICT sector. 

• Customer Contact Management Association

  • CCMA Ireland Ltd., P.O. Box 1016, An Post Mail Centre, Blessington Road, Naas, Co. Kildare.
  • 087-2256055
  • [email protected]
  • Click Here

• COMREG Communcations regulator

  • 018049600
  • [email protected]
  • Click Here

• Retail Ireland

  • Click Here