Royaume-UniKingston Technology
Date de publication 17.04.2024
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Technical Support Specialist (Bilingual English/French) - Kingston Technology
The position of Technical Support Specialist is primarily responsible for assisting Kingston customers with product questions and problems.
Essential Functions:
- Handle customer requests from distributors, resellers and end users regarding technical issues and product questions.
- Technical requests are received in the form of email, Web Form, Live Chat, social media or from other departments. These are to be dealt with in a professional, courteous, and timely manner.
- Manage the Technical Support CRM requests ensuring that a 24-hour response is achieved. A 2-hour response is required on some high-profile requests.
- Resolve customer queries by gathering appropriate information from the customer, then researching and resolving the issue.
- Recreate customer problems in-house and perform tests to ascertain the cause of the problem, resolving the issue then documenting the findings.
- Pro-actively maintaining knowledge and updating themselves on all Kingston products and competitor's hardware/software products. Initial and on-going training will be provided as necessary.
- Develop and maintain accounts of correspondence and other technical support records.
- To handle customers' complaints with a strong focus on customers' satisfaction and a view to anticipate them and prevent them.
- To provide regular and timely updates to customers about their pending case, liaising with all stakeholders involved.
- To submit technical escalations as per internal process to facilitate resolution to customers' issues.
- To provide clear and complete monthly reports and take an active part in team meetings.
- To perform other work-related duties as assigned.
Person Specification:
Education / Qualifications:
Minimum Criteria
- Ideally A Level standard or equivalent
Desirable
- Educated to A Level / Degree Level
- CompTIA A+
Experience / Knowledge:
Minimum Criteria
- Fluent in English and French to business standards (verbal and written).
- Working knowledge of Computer Networks and a proficient knowledge of PC Architecture.
- A minimum of 1 year's previous experience in providing second level technical support by phone or chat.
Desirable
- Apple Mac & Linux OS basic knowledge.
- Knowledge of Microsoft operating systems & Hardware experience.
- Any other additional European language e.g. Spanish, Italian, German are highly desirable.
Skills / Behaviours:
- Excellent communication skills
- Excellent organizational skills
- Computer-fluency
- Ability to prioritise own workload
- Multi-tasking skills essential
- Active team player
- Ability to use discretion and independent judgment
- Positive working attitude
- Strong focus on Customer Service
- We offer competitive compensation, industry training and development and great benefits which include additional compensation, 24 days annual leave plus bank holidays, a generous pension scheme, public transport travel subsidy and family friendly benefits.
- The candidate must live within reasonable commutable distance of Sunbury-on-Thames or be willing to relocate.
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