Alan Hogan Email & Phone Number

County Dublin, Ireland

Dublin, Leinster, Ireland

County Dublin, Ireland

Deal with customer queries which come in through e-mail and telephone in relation to both line rental and broadband.Carry out first/ second line troubleshooting with the end-customer and on the core network.Answer customer calls within an agreed SLA.Deal with all phone queries in a professional and timely manner.Manage tickets logged on the Right Now and RT ticketing systems to completion.Update tickets based on agreed guidelines.Liaise closely with customers and… Show more Deal with customer queries which come in through e-mail and telephone in relation to both line rental and broadband.Carry out first/ second line troubleshooting with the end-customer and on the core network.Answer customer calls within an agreed SLA.Deal with all phone queries in a professional and timely manner.Manage tickets logged on the Right Now and RT ticketing systems to completion.Update tickets based on agreed guidelines.Liaise closely with customers and suppliers to get the satisfactory resolution of tickets logged.Manage customer communications on major incidents.Interact with internal departments where required to resolve customer queries.Build an excellent working relationship with customers and our key suppliers.Work on a service improvement project to increase SLA performance and improve the customer experience.Attend customer and internal stakeholder meetings as and when required.Cover Level 2 Escalations as and when required.Liaise with residential customers and the credit control team in relation to cancelling accounts and ensuring that any historic payments on invoices are settled. Show less

Dublin

Deal with customer’s technical queries directly, ensuring a prompt and efficient response to all queries, in accordance with Company procedures.Track and take ownership of all outstanding queries to ensure follow through in all cases.Maintain an up-to-date level of service, systems and procedural knowledge.To maintain on-going communication with other departments within the organization to ensure Customer Care are consistently kept informed of any updates/issues.Ensure two-way… Show more Deal with customer’s technical queries directly, ensuring a prompt and efficient response to all queries, in accordance with Company procedures.Track and take ownership of all outstanding queries to ensure follow through in all cases.Maintain an up-to-date level of service, systems and procedural knowledge.To maintain on-going communication with other departments within the organization to ensure Customer Care are consistently kept informed of any updates/issues.Ensure two-way communication by keeping the other groups informed on customer issues.To maintain target levels of performance.Help maintain a good team and working environment through assisting fellow team members, particularly in relation to technical matters. Show less

Dublin

Monitoring the company’s online call logging system and progressing incoming calls / issuesProviding support on the company’s software solutions to clients via telephone and remote connectionChanges to Customer ReportsAmending Shifts & RostersSoftware ConfigurationSoftware UpgradesGeneral System enquiriesDatabase Queries

The Card Gallery Hallmark Grafton Street, Dublin

Managing the team and shop in the absence of the manager.

Dublin, Ireland

8 months internship learning the various IT roles within the Business Services Centre in the ESB.

Grafton Street

PA to the managing director of M&M Enterprises, trusted with private and personal information regarding the MA and the company. I also carried out IT Support during my time in the position.

2.1 Honours Bachelor Degree, Computer Science, Second Class Honours, Grade 1

Higher Certificate In Computing Applications And Support, Computer Programming, Specific Applications, Merit

Activities and Societies: Football 5 a-side society

Computing, English And Maths

Junior Certificate, Leaving Certificate