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Job Details - Technical Support Specialist (Bilingual English/German) - Sunbury-on-Thames, UK
Job Description:
Job Title:
Technical Support Specialist (Bilingual English/German)
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 German 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, French 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.
