First Line Support Engineer - Multilingual (German)
Job title: First Line Support Engineer - Multilingual (German)
Location: ASK4 HQ, Sheffield
Reporting to: First Line Support Team Manager
Start date: tbc
Shift based cover of the Support Centre. Hours covered:
Mon-Fri - 08:00 - 22:00
Sat-Sun - 08:00 - 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
Inbound phone, email and SMS response targets
Variance from the average workload handled
Adherence to call and issue handling policies
Skills & Attributes required:
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
Good understanding of TCP/IP
Range: £19,000 - £24,000
Applications by way of CV with covering email to firstname.lastname@example.org stating which role you are applying for. The closing date for applications is to be confirmed.