Category: Customer Service

Location: Holland

Job type: Permanent, Fulltime

We are looking for a German speaking Technical Support administrator for our client, a leading technology company in Ireland. 

• Respond to all customers enquires within given timescales, efficiently and effectively
• Deal with inbound / outbound calls – emails - fax correspondence as required/requested
• Research, resolve, and respond to questions received in accordance with set policies and procedures
• Maintain and update customer and internal information
• Enter and retrieve information into local logging systems 
• To take personal ownership of each and every customer until complete resolution of their case.
• Provide an accurate and thorough solution to the end user issue and case
• Research and supply information in order to propose solutions for customers
• Within a timeframe develop your skills to troubleshoot 
• PC hardware and software problems
• Software installations and upgrades
• Provide first level of support for network, server and security
• Use the knowledge base provided to guide you with technical step by step solutions 
• Recognise when a problem or query should be transferred to another department or a more senior member of staff
• Communication of problem status to the end user
• Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth
• To contribute to the development of the team

• Have excellent communication skills
• Schedule adherence and excellent timekeeping skills essential
• Strong typing skills essential
• Practice empathic listening skills 
• Have the ability to handle many calls for long periods 
• Have the ability to provide consistent, positive customer service 
• Identifies customer needs, manages expectations, and defines appropriate next steps in a logical and efficient manner.
• Proactively solves customer problems
• Willingness to adapt to business needs
• Ability to work in a face paced environment
• Ability to work on own initiative and under pressure in order to achieve deadlines
• Ability to multitask between telephone support & written support.
• Interest in developing own IT knowledge