French Speaking Technical Support

Location:  Sunbury-on-Thames 

Salary: £27,500 - £29,500 + Bonus + Benefits

Hours: Mon-Thu 8am - 5pm, Fri 8am - 3pm (HYBRID: Monday and Friday work from home)

My client based in Sunbury on Thames is looking for a Technical Support Specialist who is fluent in French & English. You will be responsible for assisting customers with product questions and problems via phone, email and live chat.

Responsibilities:   

Handle customer requests from distributors, resellers and end users regarding technical issues and product questions.  

Technical requests are received in the form of email, Web Form, Live Chat, social media or from other departments. These are to be dealt with in a professional, courteous, and timely manner.  

Manage the Technical Support CRM requests ensuring that a 24-hour response is achieved. A 2-hour response is required on some high-profile requests.  

Resolve customer queries by gathering appropriate information from the customer, then researching and resolving the issue.  

Recreate customer problems in-house and perform tests to ascertain the cause of the problem, resolving the issue then documenting the findings.  

Pro-actively maintaining knowledge and updating themselves on all products and competitors hardware/software products. Initial and on-going training will be provided as necessary.  

Develop and maintain accounts of correspondence and other technical support records.  

To handle customers complaints with a strong focus on customers satisfaction and a view to anticipate them and prevent them.  

To provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved.   

To submit technical escalations as per internal process to facilitate resolution to customers’ issues.

Skills & Experience:

Fluent in English and French to business standards (verbal and written).

Working knowledge of Computer Networks and a proficient knowledge of PC Architecture

A minimum of 1 year’s previous experience in providing second level technical support by phone or chat

Excellent communication skills

Excellent organizational skills

Multi-tasking skills essential and ability to prioritise own workload

Active team player

Ability to use discretion and independent judgment

Positive working attitude

Strong focus on Customer Service

Benefits:

Discretionary bonus scheme

Generous employee pension contribution

Life insurance

Permanent health insurance

24 days holiday (plus bank holidays)

Private medical, worldwide travel and dental insurance

Subsidised travel

Health screening

Gym membership

Employee assistance programme

Childcare allowance

Enhanced maternity/paternity

Training and development opportunities

Company events

Free tea/coffee and subsidised vending/lunches