French Speaking Technical Support Specialist
Location: Sunbury-on-Thames
Salary: £27,500 - £29.500 + Bonus + Benefits
Working hours: 38.5 hours per week (Mon-Thu 8am - 5pm, Fri 8am - 3pm)
Hybrid - 3 days in the office with Monday and Friday working from home
My client based in Sunbury on Thames is looking for a Technical Support Specialist to come on board and join their friendly team. You will be primarily responsible for assisting customers with product questions and problems. All candidates must be able to speak both French and English fluently.
Responsibilities:
Handle customer requests from distributors, resellers and end users regarding technical issues and product questions.
Technical requests are received in the form of email, Web Form, Live Chat, social media or from other departments. These are to be dealt with in a professional, courteous, and timely manner.
Manage the Technical Support CRM requests ensuring responses within agreed SLA's.
Resolve customer queries by gathering appropriate information from the customer, then researching and resolving the issue.
If required, recreate customer problems in-house and perform tests to ascertain the cause of the problem, resolving the issue then documenting the findings.
Pro-actively maintain knowledge and update themselves on all products and competitors hardware/software products. Initial and on-going training will be provided as necessary.
Handle customers complaints with a strong focus on customers satisfaction and a view to anticipate them and prevent them.
Provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved. Submit technical escalations as per internal process to facilitate resolution to customers issues.
Person Specification:
Fluent in English and French to business standards (verbal and written).
Working knowledge of Computer Networks and a proficient knowledge of PC Architecture
A minimum of 1 year's previous experience in providing second level technical support by phone or chat
Strong focus on Customer Service
Excellent communication skills
Excellent organizational skills
Computer-fluency
Ability to prioritise own workload
Multi-tasking skills essential
Active team player
Ability to use discretion and independent judgment
Benefits:
Discretionary bonus scheme.
Generous employee pension contribution.
Life insurance.
Permanent health insurance.
24 days holiday (plus bank holidays)
Private medical, worldwide travel and dental insurance.
Subsidised travel.
Health screening.
Gym membership.
Employee assistance programme.
Childcare allowance.
Enhanced maternity/paternity.
Training and development opportunities.
Company events.
Free tea/coffee and subsidised vending/lunches.