Description
Support Escalations Agent - German Speaking
Reading
Brook Street is currently working on behalf of our Global IT Client to recruit a Support Escalations Agent - German Speaking. This is a contract role until June 2017 based in Reading.
Role Purpose
As a Support Escalation Agent in the Global Consumer Escalation team you will be responsible for providing Tier 3 technical and/or non-technical support directly to customers. This exciting role will give you exposure to the most challenging of problems across the board company consumer product base. You will use your customer handling and troubleshooting skills to identify and resolve issues, helping to deliver the perfect customer experience for those experiencing problems. As well as previous technical experience, you will need to have a high attention to detail enabling you to take the customer through troubleshooting steps, and provide clear documentation. There is a strong focus on collaboration enabling you to work efficiently with internal groups for new and unknown issues.
The ideal candidate must demonstrate outstanding customer service skills. As this position will require regular interaction with escalated consumer customers, it is critical that this person is composed and not intimidated while providing support. Due to round-the-clock need, person must be flexible to the option of being 'on-call' during non-business hours.
Experience
Required
- Strong Microsoft Product knowledge and previous support experience with Windows, Microsoft Office, Skype
- Multilingual
- Exceptional customer handling skills and the ability recover situations leading to high customer satisfaction
- Ability to work in a fast passed ever changing environment
Desired Experience
- Experience in using and supporting a broad range of Microsoft products
- Performing complex diagnostic repair on client machines
- Research and resolve technical issues using resources and initiative
- Backup and recovery
- Analyzing logs and test results
- Developing solutions including interfaces, services, utilities or customer requests.
- Experience of installing hot fixes
- Exposure to a wide variety of hardware and peripherals
- Implementing solutions
- Isolate unique or difficult customer support scenarios or root causes
- Identification of support quality improvement opportunities, needs and issues
- An understanding of operational support, previous call centre support experience
- Certification on MCITP, MCDST or MCSE is a plus
Language
- Fluent in German
- Additional languages and advantage
As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant. In addition, subject to qualification criteria, you will have the potential opportunity to earn bonus.
Salary: up to £34,000 per annum
Location: Reading
Application Deadline: 11am Tuesday 30th August