First Line Support Engineer - Multilingual (Spanish)

Job title: First Line Support Engineer - Multilingual (Spanish)
Location: ASK4 HQ, Sheffield  
Reporting to: First Line Support Team Manager
Start date: tbc

Responsibilities:

  • 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

  • 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

Desirable:

  • Good understanding of TCP/IP

Salary

Range: £19,000 - £24,000

Applications by way of CV with covering email to careers@ask4.com stating which role you are applying for. The closing date for applications is to be confirmed.

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ASK4 Limited