German Speaking Customer Support

German Speaking Customer 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 Customer 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 complaints with a strong focus on customers satisfaction and a view to anticipate them and prevent them.
To provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved.
Person Specification:
Fluent in English & German (verbal & written).
Working knowledge of Computer Networks and a proficient knowledge of PC Architecture.
Minimum of 1 years experience in providing second level technical support by phone or chat.
Any other additional European language e.g. Spanish, Italian, French are highly desirable.
Excellent communication and organisational skills.
Able to multi-task and prioritise own workload.
Team player and positive working attitude.
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