Careers rarely develop the way we plan them. Our career path often takes many twists and turns, with particular events, choices and people influencing our direction.

We asked Tracey Roche from Analog Devices to give some advice for people considering this job:

 

Tracey Roche

Design Engineer

Analog Devices

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  Tracey Roche

3 main things:

1. Be organised.

2. Try to keep a positive attitude.

3. Persevere. Working in a Design Evaluation role or indeed any electronic engineering role, requires problem-solving skills and half the battle with this is having a positive attitude. If you have a negative/pessimistic attitude, the battle to find a solution is lost before you even start. In debugging an issue, start with the basics and work from there. Like peeling an onion, gradually peel off the outter layers to reveal the inner core of the onion...as you work, you get more clues and develop a better understanding of the product/issue you are working on.

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Investigative?
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 clever technology. They will often follow the latest developments in their chosen field, and prefer mentally stimulating environments.
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Occupation Details

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Customer Support / Telesales Agent

Job Zone

Education
Most occupations in this zone require job specific training (vocational training) related to the occupation (NFQ Levels 5 and 6 or higher), related on-the-job experience, or a relevant professional award.

Related Experience
Previous work-related skill, knowledge, or experience is required for these occupations. For example, electricians typically complete four years of training in order to perform the job.

Job Training
Employees in these occupations usually need one or two years of training involving both on-the-job experience and informal training with experienced workers. A recognised apprenticeship program may be associated with these occupations.

Job Zone Examples
These occupations usually involve using communication and organisational skills to coordinate, supervise, manage, or train others to accomplish goals. Examples include restaurant managers, electricians, agricultural technicians, legal secretaries, hairdressers, and web developers.

€18k > 70 
Customer Services Staff - Call Centre
Salary Range
(thousands per year)*
€18 - 70 
Related Information:
Customer Service Representative: 18 - 35
Customer Service Team Leader: 22 - 55
Customer Service Manager: 30 - 70
Data Source(s):
Brightwater / Morgan McKinley / Sigmar

Last Updated: July, 2015

* 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.
Shortage Indicator

The National Skills Bulletin 2016 reports that shortages of the following sales and customer care skills continue to persist:

  • technical and product/service knowledge (e.g. pharmaceutical, medical devices, Software B2B, SaaS products, etc.)
  • communication skills, cultural awareness and foreign languages (especially German, French and Nordic).

7%
Occupational Category

Customer Service Occupations

Also included in this category:

Customer service occupations

Number Employed:

21,500

Part time workers: 20%
Aged over 55: 11%
Male / Female: 37 / 63%
Non-Nationals: 18%
With Third Level: 54%
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At a Glance... header image

Manages telephone interactions with customers, using appropriate processes, tools and systems to address the customers needs.


Tasks & Activitiesheader image

The following is a list of the most commonly reported tasks and activities for this occupation

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Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.

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Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.

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Explain products or services and prices, and answer questions from customers.

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Obtain customer information such as name, address, and payment method, and enter orders into computers.

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Record names, addresses, purchases, and reactions of prospects contacted.

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Adjust sales scripts to better target the needs and interests of specific individuals.

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Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.

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Answer telephone calls from potential customers who have been solicited through advertisements.

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Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.

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Maintain records of contacts, accounts, and orders.

Work Activities header image

The following is a list of the most commonly reported work activities in this occupation.

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Selling or Influencing Others:  Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

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Establishing and Maintaining Interpersonal Relationships:  Developing constructive and cooperative working relationships with others, and maintaining them over time.

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Communicating with Persons Outside Organization:  Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

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Updating and Using Relevant Knowledge:  Keeping up-to-date technically and applying new knowledge to your job.

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Resolving Conflicts and Negotiating with Others:  Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

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Processing Information:  Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

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Getting Information:  Observing, receiving, and otherwise obtaining information from all relevant sources.

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Communicating with Supervisors, Peers, or Subordinates:  Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

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Making Decisions and Solving Problems:  Analyzing information and evaluating results to choose the best solution and solve problems.

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Identifying Objects, Actions, and Events:  Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.


Knowledge header image

The following is a list of the five most commonly reported knowledge areas for this occupation.

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Sales and Marketing:  Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

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English Language:  Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

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Customer and Personal Service:  Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

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Telecommunications:  Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

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Communications and Media:  Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.


Skillsheader image

The following is a list of the most commonly reported skills used in this occupation.

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Speaking:   Talking to others to convey information effectively.

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Active Listening:   Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

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Persuasion:   Persuading others to change their minds or behavior.

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Critical Thinking:   Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

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Service Orientation:   Actively looking for ways to help people.

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Reading Comprehension:   Understanding written sentences and paragraphs in work related documents.

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Social Perceptiveness:   Being aware of others' reactions and understanding why they react as they do.

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Coordination:   Adjusting actions in relation to others' actions.

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Negotiation:   Bringing others together and trying to reconcile differences.

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Writing:   Communicating effectively in writing as appropriate for the needs of the audience.

Further Informationheader image

A detailed description of this occupation can be found on a number of online databases. Follow the link(s) below to access this information:

Note: you will be leaving the CareersPortal Site

Go..Customer Service Engineer - from:  icould [UK] Video
Go..Customer Service Engineer - from:  icould [UK] Video
Go..Customer Support Apprentice Desk-Based Project Management - from:  icould [UK] Video

Related Occupationsheader image

Contactsheader image

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Organisation: Marketing Institute of Ireland (MII)
  Address: Marketing House, South County Business Park, Leopardstown, Dublin 18
  Tel: (01) 295 2355
  Email: Click here
  Url Click here

 

Job Search


Career Guidance

This occupation is popular with people who have the following Career Interests...


...and for people who like working in the following Career Sectors:

Sales, Retail & Purchasing

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Higher Ed & CAO Course suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.
Courses found: 5


Further Ed & PLC Course Suggestions
If you are interested in this occupation, then the following courses may also be of interest. Note that these course suggestions are not intended to indicate that they lead directly to this occupation, only that they are related in some way and may be worth exploring.

Courses found: 40


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