German Technical Support Analyst - Peterborough

Position

My client has a vacancy within the Technical Support team for a Technical support analyst this is a full-time permanent position, within a busy team. The successful candidate will be required to provide telephone, email and on-line support to existing and potential customers to assist with problem diagnosis and aid in recreating working environments for reproducing problems.

Role Requirements

Technical Competences:

1. Experience of installation, configure and troubleshooting of Microsoft Operating systems.
2. Good networking skills, including understanding of TCP/IP, DNS, proxy servers, firewalls, DHCP, DNS.
3. Experience of diagnosing problems with any software / application or hardware.
4. Up to date knowledge of current and emerging IT technologies.

5. Knowledge of Microsoft SQL Server and Web technologies

Knowledge and Soft Skills

1. Good customer, and communication skills both orally and written
2. Good organisational and planning skills.
3. Ability to recognise commercial prospects and deal with them appropriately.
4. Willingness to contribute to and be part of a successful team.
5. Ability to work on multiple tasks simultaneously and to prioritise workload under pressure.
6. Calm, courteous and polite manner.

Other

1. Fluent German and English in both written and oral communications.
2. Full driving license
   3. Valid Passport

Job Description

The role may encompass the following areas and activities

Customer Services:

1. To ensure that all reported problems are logged correctly and that problem records are kept up to date, allowing other analysts to use this information to quickly gain knowledge of the problem status and for reports to be used to learn about common issues.
2. To ensure that all customers questions and problems are dealt with and resolved quickly and in a professionally manner.
3. To assume ownership and responsibility for problems ensuring that any input from the customer, Development and / or any other party is requested correctly and received within the agreed timescale, chasing a response where necessary.
4. To manage the customer's expectations throughout the lifecycle of their problem through regular communication, and in addition, wherever possible, keeping the relevant sales parties informed.
5. To escalate to a senior member of staff where appropriate any problems or issues that cannot be resolved satisfactorily within the agreed guidelines or have important commercial prospects.
6. Where appropriate be willing to visit customers and or other parties, always acting in a professional way that promotes Technical Support.
7. To provide training to customers and other parties as and when required in a professional way that promotes Technical Support and most importantly meets and if possible exceeds the customer's requirements.

Sales Assistance:

1. To provide technical support for the Product range to potential customers evaluating our software, in a way that contributes to the success of the business.
2. Provide technical expertise to customers and / or other parties when and where required.
3. Accompany sales staff when necessary to provide technical expertise to sales presentations and meetings ensuring that the Technical Support Manager is aware of this.

NetSupport Product Testing:

1. As and when requested by the Technical Support Manager perform product testing, ensuring that all testing is performed carefully and thoroughly and that all internal problems are documented and logged accurately in order that they may be reproduced by another member of staff.
2. Where required assist Development teams in understanding and resolving any issues that may arise.

Reporting Duties:

1. To produce and provide a report of agreed information to the Technical Support Manager on agreed intervals.

Web Site Updates:

1. As and when requested by the Marketing and Media Manager assist in the update of the German language web presence. This may involve the minor translation of English text. At all times the Marketing and Media Manager should be aware of the status of their request. The Technical Support Manager should also be informed that this work has been undertaken.

Translations:

1. Assist the Group in the translation of the product range and associated media by performing minor translations of English text into German.

Customer Enhancements:

1. To ensure that all customer ideas for product enhancements and changes are dealt with in a way that makes the customer feel as though they are helping to contribute to the success of the product range; all suggestions should be logged correctly in order that they can be considered for future releases.

Responsible to:

The role reports to the Technical Support Manager.

• Taskmaster Resources LTD is acting as an Employment Agency in relation to this vacancy.