First Line Support - Spanish Speaking

Job title: First Line Support Engineer - Spanish Speaking
Location: ASK4 HQ, Sheffield  
Reporting to: First Line Support Team Manager
Start date: May 2018 (Exact date to be confirmed)

RESPONSIBILITIES:

  • Shift based cover of the Support Centre.  Hours covered: 
    • Mon-Fri - 08:00 - 22:00
    • Sat-Sun - 10:00 - 20:00
  • Call reception and management for all 1st Line technical support phone queues.
  • Translate written and oral communication from English to Additional Language and vice versa.
  • Creation of Additional Language content for ASK4 communications and documentation
  • Technical issue logging and management
  • SMS handling and management
  • 1st Line diagnosis and resolution of technical faults.
  • Escalation of issues in line with company policy.
  • Customer Account administration
  • Customer payment processing
  • Administration of the customer sign up process.
  • Ensuring that all breaches of third-party SLAs are processed and payments are received if appropriate.
  • Service abuse management
  • To assist with any other reasonable task as requested by Ask4.
  • Adherence to Ask4's policies and procedures, including, but not limited to all the relevant Information Security and Health and Safety policies and procedures.
  • Report any health and safety breaches or concerns in order to assist the company in preventing future accidents/incidents.
  • Ensure you carry out your work in an environmentally responsible manner and in line with environmental policies and procedures.

GUIDANCE AND AUTHORITY

  • Seeks and takes advice from technical specialists/line manager, as appropriate.

PRINCIPLE ACCOUNTABILITIES /  KEY RESULTS AREAS

  • Customers first
  • Inbound phone, email and SMS response targets
  • Variance from the average workload handled
  • Adherence to call and issue handling policies

OTHER INFORMATION

  • Flexibility required 

SKILLS & ATTRIBUTES REQUIRED:

Essential:

  • Fluent in both written and oral Additional Language
  • Good working knowledge of operating systems to include Windows, Mac & Linux
  • Basic understanding of networking
  • Experience within a customer service environment
  • Professional approach and phone manner
  • Excellent written and oral English
  • A self-motivated approach to learning and development
  • A logical approach to problem-solving
  • Team working capability
  • Salary range for role

Desirable:

  • Good understanding of TCP/IP

SALARY

Range: £18,000 - £23,000

Applications by way of CV with covering email to careers@ask4.com stating which role you are applying for. Applications to be submitted by 1st May 2018.

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