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German Tech Support

Swords, Ireland · Customer Service
Role: German Tech Support
Location: Swords, Dublin
Salary: €23,000 + €1,600 Performance bonus (€24,600 total)
Working hours: 8.00am - 4.30pm / Monday to Friday
Start date: January
We’re looking for professionals, with good English and German language ability, who are positive and friendly! If this sounds like you, then here is your chance to join an IT oriented support team dedicated to caring for the customers of one of the most recognised Technology brands in the world. You’ll receive first class training, to further your skills in customer care and information technology, as part of an award-winning team, with rewarding career paths
Role & Responsibilities:
  • Provide effective and efficient first-line technical support for basic or routine incoming service inquiries (answer questions, solve problems and perform basic troubleshooting using provided scripting and published materials)
  • Deliver timely, accurate customer support with a high degree of customer service satisfaction
  • Document customer interactions with accurate call logging
  • Deliver technical assistance based on instruction and pre-established guidelines
  • Deliver individual performance based on metrics and related targets, such as average handle time, resolution, and customer satisfaction
  • Be a central part of identifying improvement opportunities
  • Successfully complete training activities to maintain technical and product knowledge
  • Participate in coaching and demonstrate commitment to personal improvement
  • Prioritise daily tasks, prepare personal schedule and monitor/adjust to complete tasks
  • Good English and German language ability
  • Excellent communication skills: verbal, written, listening, probing & reading
  • Knowledge of and experience with various PC Operating Systems
  • Knowledge and experience with Microsoft office
  • Ability to employ a high level of interpersonal and communication skills to move beyond customer frustrations to solve customer problems
  • Ability to follow proper procedures and work within established guidelines
  • Analytical problem solving skills; linear and logical troubleshooting skills
  • Ability to set expectations and deliver information in a positive way
  • Adapts well to changing circumstances, direction, and strategy
  • Keen to develop, with an ability to learn quickly and adapt in a high change environment
  • Keep up to date with relevant industry technology, like to work in an environment where the pace can change but the customers always remain in focus
  • Be able to work as part of a strong and collaborative team
  • Competitive Base Salary plus Performance Based Bonus Scheme
  • Onsite Product discount store for staff
  • 20 days annual holiday + 9 statutory days entitlement
  • Rapid Career progression opportunities
  • Discount website with various offers against high street brands, Holiday breaks and Dublin restaurants
  • Discounts on gym memberships and discounted phone plan
  • Excellent company benefits including pension, life assurance, education allowance, Tax-saver, Bike-to-work scheme
  • Free parking and an on-site subsidised canteen

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