Helpdesk Team Leader German / French or Italian Speaking

Helpdesk Team Leader German French or Italian Speaking
Swindon
£24,000 + Bonus +++

The Job

We are currently looking for a candidate that can fill a combined Team leader and Subject Matter Expert role with either fluent French, German or Italian language skills for our new wearable products support programme as part of the wider Customer Support team.
The main purpose of the role is to directly manage, develop, motivate and organize your team to efficiently and effectively achieve account objectives and ensure that quality standards are adhered to at all times.
Responsibilities can change depending on current support projects and there will be an immediate requirement to look after the Social Media Support operation and coordinate activities with Subject Matter Experts and Team leaders on the account.

The job requirements are:

A proactive approach to the Team Leader role always trying to identify areas for improvement in support processes and team members
As the Team leader/SME you are expected to handle escalations from the Level 1 CSE’s and liaise with client program stakeholders and Engineers on technical issues.
You are also responsible to roll out new support processes, deliver training and provide coaching to the team.
Ideally 2 years’ experience in a contact centre environment with extensive understanding of call centre operations, technologies and processes
Good commercial understanding of the IT industry as a whole

Skills required:
Excellent verbal and written communication skills; fluency in English and German or French or Italian is a must.
Strong people management skills and ability to lead and motivate a team to achieve performance targets
Customer focused approach and understanding of concept of a professional, polite customer service operation
Willingness to identify important customer issues/trends and retain accountability to the customer until solved
Strong team player and role model, capable of gaining trust and supporting a team
Well organised approach to work, balancing workload to ensure targets are met and ability to demonstrate good time management skills
Ability to relate to others in a positive manner and to build strong working relationships

Technical competence and experience required for the role:
Direct support experience with installing, configuring, and troubleshooting software applications (experience with SW on mobile devices required)
Working knowledge of Android, iOS, Windows, and Mac operating systems
Ability to troubleshoot and root cause hardware vs. software issues (A+ Certification or equivalent work experience)
Basic understanding of wireless technologies, including WiFi and Bluetooth
Ability to troubleshoot basic client/server synchronization issues across wireless networks