Technical Support Engineer - English and French
Location : Sunbury on Thames
Working Hours: 38.5 hours per week (8am - 5pm, Monday - Thursday with 1 hour lunch and 8am - 3pm on a Friday with 30 minutes lunch)
The Technical Support Engineer is primarily responsible for assisting customers with technical questions or problems regarding the product range
Respond to technical issues and product questions in English and French.
This will normally be in the form of a telephone conversation, email, Chat or through a web request.
Independently identify, troubleshoot and resolve customer issues; escalate complex problems according to defined escalation procedures
Use the CRM system to document and categorize cases accurately by gathering appropriate information, researching and resolving issues in a professional, courteous and timely manner.
Regularly review and update regional email templates to ensure accurate correspondence with customers.
Maintain and update your knowledge on all products and competitors hardware/software products.
Initial and on-going training will be provided as necessary.
Fluent in English and French, spoken and written to business level.
A keen interest in computer gaming and gaming peripherals (headsets, mice, keyboards, etc...).
Knowledgeable in the use of tablets, mobile phones and gaming consoles.
Knowledge of PC Architecture and Microsoft OS.
A minimum of 1 years previous experience in providing technical support.
Excellent communication and organizational skills with strong focus on Customer satisfaction.
Excellent time management, ability to prioritise your own workload and multi-task.
A great team player with a positive working attitude and the initiative to research answers to more complex questions.
A clear thinker, quick learner and logical problem solver keen to provide the best possible service to customers.A technophile who loves to be immersed into the gaming scene and enjoys social media discussions about products and technology.