We are looking for a German speaking 1st Line Technical Support Analyst to provide excellent technical support, customer service and advice on all technology related issues for our client retail businesses across Europe and the UK
You will be accountable for:
- Providing technical support to European and UK bsuinesses, Field Consultants, retail staff via phone or email as first point of contact, escalating complex technical/digital issues to senior team members as in when required.
- Escalating hardware related issues to vendors and Point Of Sale software issues
- Maintaining accurate and complete record of all cases/incidents reported in our call logging system
- Keeping up to date with information on new promotions, technology changes, ongoing major
incidents, and software updates.
- Escalating trending issues reported to the technical support desk during calls to senior team members and Senior technical lead.
Key skills and knowledge:
- Ideally experience within the Retail sector, supporting or working with technologies such as POS Software/Hardware Support
- IT related experience or background at 1st Line Level
- Excellent written and spoken English and German
- Previous experience of providing telephone, remote and e-mail support
- Technical experience to include MS Windows 7/10, printer setup, installation and configuration
- Experience of working as part of an IT Support Team
- Engaging communication skills
- Ability to make decisions and act on own initiative to resolve issues
- Ability to communicate clearly in a non-technical manner