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Technical Support Engineer (Tri-lingual English, German & French)

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Technical Support Engineer (Tri-lingual English, German & French)

Location: Sunbury-on-Thames

Salary: £26,000 – £29,500 (DOE) + benefits + bonus

Hours: Monday – Thursday 8am – 5pm & Friday 8am – 3pm

My exciting client based in Sunbury on Thames is looking for a Technical Support Engineer to join their friendly team. You will be primarily responsible for assisting customers on product questions, problems and technical support. You will also be providing excellent customer service to maintain effective business relationships. Must be fluent in English, German & French.

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 Email database and 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 Kingston products and competitors hardware/software products. Initial and on-going training will be provided as necessary.

Develop and maintain files of correspondence and other technical support records.

Attend occasional site visits and presentations as required.

To provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved.

To submit technical escalations as per internal process to facilitate resolution to customers issues.

To provide clear and complete monthly reports and take an active part in team meetings.

To perform other work-related duties as assigned.

Person Specification:

Fluency in German, French and English to business standards (verbal and written).

Ideally A Level standard or equivalent or degree level.

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.

Apple Mac & Linux OS basic knowledge.

Knowledge of Microsoft operating systems & Hardware experience.

Excellent communication & organisational skills.

Ability to prioritise own workload, strong focus on customer service and an active team player.

Ability to use discretion and independent judgment.

Any other additional European language, Spanish or Italian an advantage

Apply now