Technical Support Representative - Multi-Lingual

Location

Chippenham, Wiltshire | United Kingdom

Job description

** Seeking candidates with multi-lingual capabilities to include English, French, German, Spanish, and Italian. **
Located in either of the 2 below locations:

• Unit1, Bumpers Way
  Bumpers Farm Industrial Estate
  Chippenham, Wiltshire
  SN14 6LH United Kingdom
• Unit 11N, Ard Gaoithe Business Park
  Clonmel, Co. Tipperary
  E91 C3W8, Ireland

Scheduling: 

• Monday-Friday starting at 6am, 7am, or 8am
• Full-time / ~39 hours per week

JOB SUMMARY & SCOPE

• Working within the Peak Technologies Service Desk to provide an exceptional Customer Service experience to all Peak Technologies customers. Ensure that our customers enjoy a positive experience and receive timely responses to queries and requests. To be the owner of the customer issue/incident until it has been successfully resolved, escalating to internal colleagues and teams as appropriate. To represent the Customer in highlighting any service failings or improvement suggestions to the business.
• Develop strategic partnerships with key members of the Leadership team to ensure business issues are effectively addressed
• Work in a synergetic manner with the Leadership team to drive overall business improvement initiatives

KEY ACCOUNTABILITIES

• To provide our customers with a first point of contact via phone, email or chat. 
• To record and resolve customer issues and incidents.
• Troubleshooting via telephone and Mobile Device Management (MDM) tools of hardware, applications, network, and user problems on mobile computing devices.
• To own the service SLA as contracted to our customers, ensuring Peak Technologies delivers on its’ promises.
• To be proactive in the manner that tasks are approached and to be constantly looking for ways to add value to enhance the service we provide.
• Identify opportunities for training and development which would increase the capability of the Help Desk Team to better service the needs of Customers.
• To ensure incidents and requests are processed to agreed Service Level Agreements (SLAs).
• Continually improve our Service Desk processes and quality of service to customers.
• Continually improve our customer and supplier relationships.
• To provide support to other Customer facing teams within Peak Technologies.
• To perform other duties to support Customers and the Company as reasonably requested by Peak Technologies Management Team from time to time.

EDUCATION + EXPERIENCE + KEY TRAITS

• Proven hands-on knowledge and understanding of the customer service process, preferably in a service/customer care environment.
• Enthusiastic personality with excellent interpersonal skills to form effective working relationships with people at all levels.
• Proactive, self-accountable, assertive and self-motivated with the ability to perform within tight time constraints, address root causes of issues, take the appropriate corrective actions and develop/improve administrative processes.
• Understanding of the key drivers to increase customer satisfaction – both in terms of quality and on time delivery.
• Ability to manage own time, organise workload and solve problems.
• Excellent verbal and written communication skills, especially telephone manner and email writing ability.
• Excellent team player with the ability to work independently under minimum supervision.
• Ability to manage areas of responsibility to complete tasks on time while interfacing with other departments to ensure success.
• Investigative skills associated with understanding symptoms and root causes of Customer problems.
• Computer literate and a good working knowledge of Microsoft Office.
• Excellent attention to detail.
• Excellent organisational and time management skills.
• Ability to embrace change.
• Flexible and able to readily accept appropriate responsibility.

TYPICAL PERFORMANCE TARGETS

• Ability to work to demanding delivery and pick-up deadlines and operate against Key Performance Indicators specific to the delivery and timely supply of service to our customers.
• Passionate about delivering an excellent customer experience

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional languages depending on role include Spanish, French, Italian, German and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization

SUPERVISION

• No employee supervision is required.

DECISION MAKING + REASONING

• Ability to assess multiple customer incidents and evaluate their respective priorities to ensure things are worked on in the right order to deliver the best outcomes for all customers.
• Ability to evaluate incoming technical information to deduce likely causes of incidents and suggest actions to resolve as effectively as possible.

WORKING RELATIONSHIPS

• Interfacing across all Peak Technologies Teams (Service Delivery, Sales, Operations, Procurement, Finance, IT).
• Customers
• Suppliers/3rd Line Support providers

Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.

Job tags

Salary