Location: West Sussex
Language: German
Our client is seeking to appoint a German speaking Software & Networking Specialist to be responsible for the technical support of the product range, associated third-party products, and support of the people who benefit from their use.
- Being available as required to take calls from customers, Engineers and Distributors.
- Prioritizing and managing calls in an efficient and professional manner.
- Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.
- Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved.
- Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
- Ensuring that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.
- Performing installation work, upgrades and training activities at customers sites and remotely as arranged by the Regional Installation Manager.
- Ensuring that the customer is fully aware of the implications of any work being undertaken before that work commences
- Documenting and having that work accepted by the customer before leaving site or closing the call
- Being available to travel at short notice to resolve technical and political issues at customers' sites.
- Record all support activities in an appropriate call logging system
- Escalate to management any technical issues that are likely to become significant
- Escalate issues and concerns over the technical competence of the organisation and distributor engineers that may have come to light through site visits or support calls
- Ensure that at all times, Business units and distributors are kept informed of progress of any issues being dealt with.
- Actively seeking and maintaining the necessary technical competence to be able to effectively diagnose and resolve problems on all of the product range.
- Identifying any necessary training requirements and escalating these to management as needed.
- Communicate availability to triage, willingly take assigned calls, and pro-actively review call queues and take open calls to ensure that all customers inquiries and being addressed in a timely manner.
Technical skills in the area of PC/Network Computing.
Fluent in English + German
Excellent verbal and written communication skills
Ability to Travel 30%
Ability to work in a team environment
Flexible and accommodating approach
Educated to Degree or diploma In Computer Sciences
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