French Speaking Technical Support Engineer

Our Client Based in Shepton Mallet is looking for a French speaker to add to their busy team.

Referring to different screens in the office, the role is to monitor different systems in action. There are thorough, easy guide processes to follow and refer to.

If a fault is detected it needs to be actioned immediately. On our systems, you would need to log a ticket (job), contact the customer and suggest possible things the customer can try, plus often contact an engineer.

This role works as part of a team to deliver technical support to a focused subset of customers. This includes taking support calls by telephone, email and via web portals.

An interest in IT and previous experience within a call centre environment would be advantageous, although this is not critical as training will be given.

Attention to detail is a very important part of this role to ensure jobs are actioned and other members of staff and customers kept updated.

Fluency in French is critical as you would be supporting French businesses.

If you feel this job is for you then please send your CV for consideration or call us for more information.

Providing customer service
•Be a first and single point of contact for all customer enquiries
•Respond to calls, emails and other customer alerts promptly and within SLA / KPI targets
•All responses and contact must be prompt, polite, relevant and concise
•Provide exceptional customer service at all times, ensuring customers are regularly updated on ticket status and developments in accordance with any incident and request management processes
•Maintain a commitment to keeping customers informed and build and maintain relationships of trust with customers
•Set realistic and achievable expectations with customers on communication and resolution timeframes
•Act as an escalation point for partner or suppliers as required
•Ensure the correct process and procedures for customer contact are followed at all times

Resolving technical issues
•Follow appropriate technical troubleshooting guidelines and techniques to diagnose and resolve issues
•Utilise carrier provided tools to drive appropriate resolution
•Log and follow-up on faults with external suppliers
•Ensure tickets are regularly and accurately updated in accordance with SLAs
•If required, pro-actively seek guidance from other technical teams / management to identify and propose ticket resolutions
•Where appropriate, escalate faults to other technical teams, retaining ownership of the ticket to ensure a timely resolution
•Highlight any trends or patterns in technical issues to management
•Ensure that the correct process and procedures are followed for ticket management and escalations

Documentation and process improvements
•Ensure the Company’s systems are kept up-to-date with clear, concise and non-jargon entries which customers and the business can access to clearly and quickly understand the nature of any technical entries
•Where necessary, liaise with other in-house teams to ensure accuracy and consistency of client information, especially Technical Support, other Service Assurance Teams and Account Management
•Be pro-active in communicating any process improvements to management