Customer Service Agent – Fleet Operations Contact Centre

About Acetech

Acetech is an indigenous Irish company providing technology, fleet management and monitored services for emergency services worldwide. Our control panels, applications and services help customers track, manage and maintain their vehicles and equipment so they remain safe, available and ready to respond.

Our solutions support organisations that cannot afford for their vehicles to be off the road when it matters most.

About the role

This role sits in our Fleet Operations Contact Centre in Tullamore.  Self describes as "the emergency service for the Emergency Services", the team’s purpose is simple and important: to keep customer vehicles available by managing technical issues and maintenance tasks from first report through to completion.

This is not a usual contact centre environment. Our work is not about selling products handling complaints, routine account queries or billing disputes. It is about supporting Emergency Service fleets when something has gone wrong. 

When our clients contact us by phone or email it is because there is a problem affecting vehicle or equipment availability. They are looking for us to triage the issue, arrange the appropriate corrective action and help them get back to work as quickly as possible. Your role is to take ownership of that request; coordinate the repair activity and make sure everything is properly recorded and that they are kept informed.

Core responsibilities

• Receive incoming calls and emails about vehicle or equipment issues.
• Log each case clearly and accurately, capturing all relevant technical and operational details.
• Allocate work to the appropriate repair or service provider in line with agreed workflows.
• Monitor case progress, follow up on outstanding actions and make sure repair work is completed within agreed timeframes.
• Update systems with full details of the fault, actions taken and invoices, so that asset history and fleet information are complete.
• Use JIRA and other internal tools to communicate and coordinate work, ensuring that all activity is tracked through the ticket rather than informal side channels.
• Provide clear, professional updates to customer contacts and internal teams, focused on what is happening, what will happen next and when the asset is expected to return to service.
  

Working pattern and location

• 77 hours per fortnight.
• 12‑hour shifts on a 4‑on/4‑off rotation, covering days and nights, including weekends and public holidays.
• Office‑based in Tullamore, Co. Offaly. This role is not set up for remote working.

Salary and benefits

• Starting salary: €34,500, inclusive of the 22% shift allowance.
• 5% employer pension contribution.
• Death‑in‑service benefit.
• Health insurance.
• Permanent contract with 176 hours annual leave and other standard company benefits.
• Structured training in Acetech systems, fleet operations processes and incident handling.

Profile and experience

We are seeking candidates with solid experience in customer operations, technical support or service coordination roles, who are comfortable taking responsibility for their own workload and managing cases end‑to‑end.

The role is suited to someone who:

• Has worked in a customer service, contact centre, service desk, operations support or similar environment, ideally with responsibility for technical or service-related cases.
• Is accustomed to handling multiple cases at once and ensuring each one is progressed and closed properly.
• Remains calm and organised when dealing with live operational issues and treats callers as partners seeking help.
• Demonstrates reliable attendance and understands the importance of night, weekend and public holiday coverage in a 24/7 service.
• Communicates clearly in writing and verbally and is comfortable working in structured systems such as JIRA.
• Prefers a professional, focused team environment and contributes to effective collaboration rather than informal politics.

We welcome applications from experienced professionals in contact centre or technical support or control room or operations roles who are looking for a stable position with clear responsibility and a direct link to real‑world outcomes.

Support

We recognise the demands of night and long‑shift working and provide appropriate breaks and a safe, secure working environment.