French Speaking Technical Support Engineers

Ref: HM-232

Location: Tyne and Wear

Our client, a large multilingual company, is seeking to recruit French Speaking Technical Support Engineers for their offices in Tyne and Wear.

Job Role

• Provide basic to complex technical support to client customers while working under general supervision and following standard procedures and written instructions to accomplish assigned tasks.
• Assist external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Primary Responsibilities

• Provide basic to complex technical support via phone, live (chat), or e-mail by determining the best support options which may include personal ownership until the completion of the case, requesting external support and/or escalating the case to a higher level technical support representative.
• Apply existing technical skills and begin to develop advanced skills using tools and equipment appropriate for the position or specialization.
• Follow appropriate escalation path to resolve technical issues from customers
• Assist external users of the client's technical products or services by answering questions and solving problems involved in their use.
• Identifies, investigates and researches user questions and problems, and may refer to technical, professional or service personnel for follow-up, as appropriate.
• Respond to basic to complex inquiries of a technical nature through case management.
• Make follow up outbound calls to customers, other parties as a part of case resolution process
• Meet customer requirements through first contact resolution.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Prepare complete and accurate work and update customer file.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to an appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in activities designed to improve customer satisfaction and business performance.
• Attend training sessions on new products and/or updates ad required
• Assist Technical Support Representative 1 with inbound calls when necessary.

The Candidate

• Fluent in French and English
• High school diploma or equivalent experience
• Associate’s Degree in related technical discipline, or External hire with one to two years relevant experience, or Internal hire with a minimum of six months tenure working within an applicable technical support program
• One or more technical certifications: i.e., Cisco Certified Design Professional (CCDP), Cisco Certified Network Professional, Cisco Certified Network Associate (CCNA), Microsoft Certified Systems Administrator or equivalent vendor certification, CompTIA A+ Certification and/or CompTIA Network+ Certification and/or, other related technical certification desirable
• Strong technical knowledge in one of the following: software, hardware, and networking, particularly troubleshooting, repair, sales, etc.
• Prior experience in customer service or call center environment
• Working knowledge of client technical systems
• Solid understanding of computing technology including hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity
• Sound problem solving skills with linear and logical troubleshooting skills
• Process knowledge, assessment, design and documentation skills
• Team player with strong interpersonal skills
• Strong oral and written communication skills
• Solid analytical, technical, and project management skills
• Must have proficiency with various software applications including Microsoft Office (Word, Excel, Powerpoint, Outlook)
• Skilled in multi-tasking
• Ability to work independently with minimal supervision
• An ability to remain calm under pressure and work in a concise, clear and focused manner
• Demonstrated ability to work with a team.
• Able to work a 24 hour, 7 day rotation schedule if required

Salary: £23,400

To apply for this role please email your CV to contact@merrow.co.uk or call: 0845 226 4748

Merrow Language Recruitment is a specialist Language Recruitment Consultancy with over 40 years of experience in the field of multilingual recruitment. To view all our current vacancies please register on our website www.merrow.co.uk