French Speaking Technical Support

Reading, Berkshire
£18k to £24k pa + Benefits
13 Oct 2016
10 Nov 2016
Contract Type
Full Time

French Speaking Technical Support

Global IT Security company looking to recruit French Speaking Technical Support Representative

Job will be based at their offices near Reading, Berkshire,

The Role

The Technical Support or Service Desk Representative is the first point of contact for customers requiring technical support. They offer a prompt & professional ticket handling service to customers and support the MSS team working on problem resolution.  In addition, they manage their own non-technical case load and provide cover for the Technical Security Services focussed Service Desk Representatives.

Key Responsibilities

•             Monitoring the mail boxes, processing emails and taking telephone calls in English and French ensuring all incoming queries are dealt with within the relevant SLAs

•             Logging new tickets in the Helpdesk system, validating customer support entitlement and liaising with the customer and other teams to ensure all relevant information is captured

•             Proactively managing ticket progress for all ticket types and maintaining close liaison with Security Analysts to ensure that customers are helped as effectively as possible

             Raising and monitoring tickets with third party vendors, and managing other non-technical tickets 

•             Maintaining accurate and sufficiently detailed documentation of work performed

•             Adhering to escalation and call management processes and procedures

•             Writing and updating procedural articles for Service Desk processes

•             Translating using English, French OR German 

•             Gaining basic knowledge of the Service Desk Representative – MSS focussed role and providing cover for colleagues as required

The Person

•             Enthusiasm for customer satisfaction

•             Good verbal & written communication skills combined with a professional telephone manner

•             Fluency in English and French (this is key).

•             Excellent keyboard skills and good knowledge of Microsoft Word and Outlook

•             Ability to understand technical terminology without necessarily having technical knowledge

•             Being a team player with the ability to share knowledge and help colleagues for the overall benefit of the service

•             Ability to maintain performance when under pressure and manage time effectively through the application of organisation and planning skills

             Ability to be pro-active and enjoy multitasking, whilst retaining a high quality of work

•             Ability to work to defined processes and procedures and raise any practical problems

•             Lateral thinking combined with good problem solving skills

•             Ability to maintain ownership of problems and follow them through to completion

•             Flexibility with regards to working hours as required

In return you can expect to be rewarded with a competitive base salary of £18,000 to £24,000 (dep on experience) + comprehensive benefits package.

Interested?  If the answer is yes Great! Please send your CV & Covering letter to Tony Timmins, Executive Search Consultant.