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Job Details - Technical Support Specialist (Bilingual English/French) - Sunbury-on-Thames, UK

Job Description:

  • Nghề nghiệp:
    Technical Support Specialist (Bilingual English/French)
  • Reporting To:
    Technical Support Team Leader
  • Effective Date:
    04 2024
  • Department:
    Technical Support
  • Location:
    Sunbury-on-Thames, UK
  • Working Hours:
    Full time, hybrid - 38.5 hours per week (Mon-Thu 8am – 5pm, Fri 8am - 3pm)
  • Position Summary:

    The position of Technical Support Specialist is primarily responsible for assisting Kingston customers with product questions and problems.

Essential Functions:
  • 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 Kingston products and competitor’s 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.
  • 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:

Education / Qualifications:
Minimum Criteria
  • Ideally A Level standard or equivalent
Desirable
  • Educated to A Level / Degree Level
  • CompTIA A+
Experience / Knowledge:
Minimum Criteria
  • Fluent in English and French to business standards (verbal and written).
  • Working knowledge of Computer Networks and a proficient knowledge of PC Architecture.
  • A minimum of 1 year’s previous experience in providing second level technical support by phone or chat.
Desirable
  • Apple Mac & Linux OS basic knowledge.
  • Knowledge of Microsoft operating systems & Hardware experience.
  • Any other additional European language e.g. Spanish, Italian, German are highly desirable.
Skills / Behaviours:
  • Excellent communication skills
  • Excellent organizational skills
  • Computer-fluency
  • Ability to prioritise own workload
  • Multi-tasking skills essential
  • Active team player
  • Ability to use discretion and independent judgment
  • Positive working attitude
  • Strong focus on Customer Service
Benefits
  • We offer competitive compensation, industry training and development and great benefits which include additional compensation, 24 days annual leave plus bank holidays, a generous pension scheme, public transport travel subsidy and family friendly benefits.
Personal Circumstances
  • The candidate must live within reasonable commutable distance of Sunbury-on-Thames or be willing to relocate.
Apply now