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.
Responsibilities:
• 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
Desired Experience:
• 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.