German Speaking Technical Support
Location: Sunbury-on-Thames
Salary: £27,500 - £29,500 + Bonus + Benefits
Hours: Mon - Thu 8am - 5pm, Fri 8am - 3pm (HYBRID: Working from home Mondays and Fridays)
My client based in Sunbury on Thames is looking for a Technical Support Specialist who is fluent in German & English. You will be responsible for assisting customers with product questions and problems via phone, email and live chat.
Duties:
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 that a 24-hour response is achieved. A 2-hour response is required on some high-profile requests.
Resolve customer queries by gathering appropriate information from the customer, then researching and resolving the issue.
Recreate customer problems in-house and perform tests to ascertain the cause of the problem, resolving the issue then documenting the findings.
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.
Develop and maintain accounts of correspondence and other technical support records.
To handle customers ...