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Virtual Call Center IT Engineer (m/f)

  • Wayfair
  • Galway, Ireland
  • May 11, 2019
Full time Retail

Job Description

Do you want to be a part of a collaborative team for a growing eCommerce company? We are looking to grow our Virtual Call Centre Engineering Team by bringing on talented, motivated individuals looking for a broad scope of technical support.

Our Technical Support Engineers play a critical role in providing direct technical assistance to Wayfair’s global employee user base via phone, ticket, email, and remote support interactions, while maintaining a persistent point of contact between business and technology staff.

This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction by achieving proficiency across Wayfair’s expansive internal software toolset and swiftly and seamlessly transitioning issues to Infrastructure and Software engineering support when applicable.

In this role you will have the opportunity to work from your own home and from our Galway contact centre.

We offer a commitment to your career development and success, and a learn@work department providing trainings ranging from professional growth to programming during work hours. We believe in a meritocracy, that hard work should be rewarded. You'll get to experience a variety of issues from infrastructure to software development and you’ll get to see and understand the inner frameworks of the engineering department of a $6.8b company.

And we also aim to foster a great team atmosphere.

What You’ll Do:

  • Provide First level support to Wayfair’s Virtual (home office) employees for all IT-related concerns and technologies such as: Windows 10, Exchange, G Suite, MS Active Directory, DNS, DHCP, File/Print Services, Spam/Virus Protection, VOIP telephony, CISCO networking and our own proprietary software.
  • Maintain, analyze, and troubleshoot hardware, software, and computer peripherals
  • Deploy, configure, and maintain loaner equipment
  • Prioritize and evaluate a variety of technical issues
  • Monitor various incoming emails, phone calls, and alerts through our ticketing system
  • Ensure proper recording, documentation, and closure
  • Recommend procedure modifications or improvements
  • Triage, resolve, and escalate issues to appropriate teams
  • Error replication and initial troubleshooting
  • Field phone calls or chats throughout the day from internal employees
  • Resolve walk-up questions/issues
  • Partnering with business teams to help resolve customer issues
  • Ability to troubleshoot scripting languages such as PHP – NOT a must

What You’ll Need:

  • Team Player skills – willing to share knowledge and pitch in wherever needed
  • Multi-tasking, Prioritization, and Time Management skills
  • Technical Aptitude – capable of handling a multitude of technical issues
  • Drive to learn – curiosity
  • Dedication – commitment to shepherd tickets through to resolution
  • Excellent written and verbal communication – ability to accurately convey an issue
  • Patience & Customer Service mentality – users often submit incomplete tickets
  • Ability to pivot and act in a timely manner