Technical Support Specialist (English/German)
Location: Sunbury-on-Thames
Salary: £27,500 - £29,500 + Bonus
Working Hours: 38.5 hours per week (Mon-Thu 8am - 5pm, Fri 8am - 3pm)
HYBRID: Monday and Friday working from home
My client based in Sunbury on Thames is looking for a Technical Support Specialist who is fluent in German. You will be primarily responsible for assisting customers with technical product questions and problems and providing technical support.
Responsibilities:
1. Handle customer requests from distributors, resellers and end users regarding technical issues and product questions.
2. 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.
3. Manage the Technical Support CRM requests ensuring that a 24-hour response is achieved. A 2-hour response is required on some high-profile requests.
4. Resolve customer queries by gathering appropriate information from the customer, then researching and resolving the issue.
5. Recreate customer problems in-house and perform tests to ascertain the cause of the problem, resolving the issue then documenting the findings.
6. Pro-actively maintaining knowledge and updating themselves on all products and competitors hardware/software products. Initial and on-going training will be provided as necessary.
7. Develop and maintain accounts of correspondence and other technical support records.
8. To handle customers complaints with a strong focus on customers satisfaction and a view to anticipate them and prevent them.
9. To provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved.
10. To submit technical escalations as per internal process to facilitate resolution to customers issues.
11. To provide clear and complete monthly reports and take an active part in team meetings.
Person Specification:
Fluent in English and German to business standards (verbal and written).
Working knowledge of Computer Networks and a proficient knowledge of PC Architecture
A minimum of 1 years previous experience in providing second level technical support by phone or chat
CompTIA A+ (desirable)
Apple Mac & Linux OS basic knowledge (desirable)
Knowledge of Microsoft operating systems & Hardware experience (desirable)
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
Positive working attitude
Strong focus on Customer Service
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.