1st Line Technical Support (German Speaking

Location: Just outside Saffron Walden (CB10)
Duration: Permanent
Hours: 8am until 4:30pm or 9am until 5:30pm (Monday to Friday)
Salary: 23,000 to 27,000
Job Reference: 35497

Polytec are looking for an enthusiastic 1st Line Technical Support person, fluent in both English and German, for our client based just outside Saffron Walden. This is an office based role and you will need to reside within 40 minutes of Saffron Walden. You will deal with front line enquiries via e-mail, telephone, live chat and a ticketing system. You will need to have good communication skills and be able to work under pressure. Working hours are generally 8am until 4:30pm or 9am until 5:30pm Monday - Friday however on a rota basis you will work from home to cover a late shift from 3:30pm until midnight every third or fourth week.

Responsibilities:

* 1st Line IT Support for all incoming support enquiries
* Troubleshooting basic areas of the company platform
* Work with customers on live chat, e-mail, telephone and ticketing services ensuring the best level of service possible
* Incoming enquiries ensuring they are communicated to relevant teams
* Escalate issues to 2nd Line and Technical Pre-Sales Team as necessary
* Deliver handovers between the global 1st Line Technical Support Team.

Requirements:

* IT experience in a work environment
* An IT based qualification
* A strong knowledge of PC hardware, Windows platform and application support
* Excellent communication skills (both written and verbal) with good customer service experience
* Ability to take ownership of issues
* Ability to formulate and express your own ideas to improve the level of customer experience provision
* Fluent in both English and German would be beneficial