The position for German Technical Support Representitive in City of London is no longer available
German Technical Support Representitive
Our client an impressive and well known online live bookings website are looking for a German Technical Support Representative. Reporting to the European Support Manager you will be responsible for providing technical support to clients answering complex questions on function and usage of products via telephone, email and/or Internet. S/he will be the primary contact for our client in UK and Germany and the secondary contact for existing OpenTable restaurant customers with the goal to maximize customer satisfaction.
You should be a bi-lingual (German/English) Technical Support Representative, experienced in 2nd line outstanding customer, application/software, windows, and network/connectivity support.
Assisting customers with their technical- and software-related problems
Ensuring that all reported incidents are accurately logged
Owning the progress of all problem queries and change requests
Gathering requirements for all change requests
Keeping customers up to date on how and when issues will be resolved
Training restaurant employees, encouraging greater use of the OpenTable system and gathering customer feedback
Working with the Customer Support team to escalate technical problems and enhance customer satisfaction
Configuring and installing replacement computer hardware at restaurant locations
Repairing field hardware for re-deployment
Configuring restaurant databases
Documenting all phone contacts in the internal CRM system and all email contacts in the email management tool
Acting as point of reference for internal staff for all customer support issues
1st tier DSL and network troubleshooting, including outbound and follow-up phone calls
Handling incoming call escalations from restaurant partners promptly, courteously and with attention to detail
Minimum of 2 years experience providing customer support services or level 2 technical support, preferably in a software support environment
Working knowledge of current Microsoft Windows operating systems (client and server platforms)
Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing
Strong knowledge of networking, wiring, routers and modems
Working knowledge of antivirus and firewall solutions
Experience in a technology support function (ideally software or hardware vendor)
Experience with the use of support desk tools would be advantageous
A strong sense of ownership regarding the product and the issues arising from its use
CCNA/ MCSA certification preferred
Great interpersonal skills, with a bias towards customer service
Strong communication skills: active listening, writing/ typing, informal communication
Restaurant/ Hospitality experience is a plus
German and English to a native standard
If this sounds like the role for you then please submit your CV asap.
All successful candidates will be contacted within 5 working days.