I am working with a growing IT support company based in Maidstone they are looking to expand their team and are currently recruiting for a German Speaking technical support advisor.
The main purpose of the role:
First point of contact for customers providing proactive and effective technical support with a goal of first time fix.
Research, investigate and resolve customer technical issues via phone call, email and LiveChat within departmental SLAs.
Contacting customers around the globe with tact and diplomacy, utilising the Quality Assurance framework and Customer Service guidelines.
Follow company security policies, processes and procedures at all times.
Cover shifts, including some weekends when required, to provide a 24/7 support operation.
Liaise with Tier 2 in Cases/Incidents that require escalation.
Personal responsibility to maintain Induction training and development plan agreed with Manager
Meet or exceed Specific/Identified KPIs/Goals agreed upon with Manager and managed within performance framework.
Working with Tier 2 in assigned tasks.
After training, understand support processes and escalation processes.
Engage in ideas for departmental improvements, training suggestions and new support articles etc to Manager.
The ideal candidate must have:
Strong Multi-lingual communication skills, written and verbal in both German and English. Including when managing stakeholders and customers, balancing diplomacy and tact with assertiveness.
Excellent interpersonal skills.
Has the ability to work as part of a team but is just as comfortable working independently.
Excellent organisational skills and has the ability to prioritise and meet deadlines.
Demonstrates initiative and drive, sharing ideas and questions and displays calm and positivity in a demanding environment.
Analytical and competent in the use of information and communications technology.
Able to understand the big picture whilst focusing on the specifics of delivery.
Demonstrates an understanding of the importance for details and organisation and can relate it to a support environment.
Shows a willingness to self-learn and displays evidence of progression in their job role.
There is a lot of room for progression within this company.
Full time permanent role
Excellent company benefits
£20,000 starting salary
If you are interested please apply below for consideration