We are recruiting for fluent German/Swedish/Spanish and French speaking Technical/Customer Support Representative. Working as part of the multi-lingual European Customer Service team you will provide high-level customer service and technical support and troubleshooting to maintain strong business relationships with customers. Your main responsibility is to ensure client issues are seen through to resolution within Service Level Agreements (SLA’s). This is a target driven role where departmental and individual targets must be met.

Essential functions of the role
• Deliver a high level of customer service to both internal and external customers.

• Respond efficiently and effectively to all inbound customer communication.

• Provide education to clients on our product portfolio or refer to appropriate department

• Report to and assist management in targeting ‘at risk’ client accounts in order to remain the supplier of choice

• Address customer billing queries or issues

• Take full ownership of customer issues and see them through to resolution. Issues could include any or all of the following :

o Diagnose and troubleshoot basic Web browser, firewall, proxy server issues and other Internet-related issues.

Research issues as needed.
o Support of Internet based products

Key Objectives

• Follow escalation procedure by redirecting calls to appropriate line manager

• Carry out amendments to account configuration / specification as requested by the client, ensuring that other personnel are kept informed where necessary

• Pro-actively channel client feedback to the appropriate departments to help affect change and increase customer satisfaction

• Adhere to all departmental processes and procedures

• Accurately update and maintain databases

• Produce reports on a daily/weekly/monthly basis

• Provide direct secondary support to the Account Set Up team

• Propose enhancements to systems to improve effectiveness and efficiency

• Partake in regular training as required to keep technical skills, customer service skills and product knowledge up to date

• Any other ad hoc duties/projects as requested


Person Specification

– Skills and knowledge
• Customer service experience
• Business to Business experience
• Technical Support
• Microsoft Office
• Database knowledge
• Excellent written/verbal communication skills
• Numerate

Personal Profile
• Excellent customer service skills
• Strong attention to detail
• Strong organisational and time management skills
• Excellent interpersonal skills, including conflict resolution
• Ability to multi-task
• Strong analytical skills – ability to define problems, collect data and draw valid conclusions
• Experience and confidence in making decisions
• Problem solving/trouble shooting ability
• Team Player
• Flexible/adaptable approach
• Ability to work effectively and remain calm under pressure

7.5 hours per day between the hours of 7.00am – 7.00pm. Flexibility is required to meet customer requirements. Bank Holiday working is required.