Role Description
Technical Support Level One with Spanish, German, French or Arabic from Home
We are currently recruiting for a Work at Home Technical Support agent to join our team. The successful candidate must be fluent in English plus Spanish, German, French or Arabic. The main purpose of this role is to work closely with the client to provide professional and efficient support for various projects in line with contractual agreements.
We offer a good benefit package as below:
- 40 hours contract - flexible shifts
- Perkz: employee benefits scheme that works with the best UK retailers.
- Learning and Development courses
- Career opportunities within the account
- Monthly incentive prizes
- Opportunity to work from home
Responsibilities include:
- To respond to all client activities within given timescales, efficiently, effectively and accurately.
- To develop and maintain a full knowledge of client processes and services.
- To be able to recognize when a problem or query should be transferred to another department or a more senior member of staff.
- Responsible for maintaining and updating all administration.
- Participate in client led conference calls
Role Requirements
In order to be considered for this position, candidates must be able to demonstrate the following skills and experiences:
- Fluency in Spanish, German, French or Arabic and English.
- Dealing with Customer Service, training and technical queries via Email, Phone and webform to the customer’s satisfaction.
- Ensuring that cases and calls are logged in accordance with Sykes guidelines.
- To complete required training and pass all verification tests.
- To reach and maintain a level of technical competence and customer service skills agreed with the Team Lead.
- To meet and exceed set targets.
Experience, Knowledge and Skills required
Full details of both pre and post training minimum skills are held within the department. Pre-recruitment experience, knowledge and skills required are:
- Be fluent in spoken and written Spanish, German, French or Arabic and are comfortable understanding a variety of regional accents.
- Be fluent in spoken and written English and are comfortable understanding a variety of regional accents.
- Have some knowledge of networking concepts and technologies
- Feel motivated by the prospect of assisting both end users and business users via phone/email/ web, resolving a mix of simple and complex queries.
- Be comfortable working in a busy office and call centre environment.
- Be able to commit to full time work, 40 hours a week.
- Be able to commit to long term, permanent employment.
- Be comfortable working in a diverse team under management guidance and supervision.
- Be able to communicate clearly and effectively.
- Be able to prioritise workload effectively.
- Be comfortable meeting and exceeding our internal quality and customer service targets.
- Be comfortable representing the company by portraying a polite, positive and professional image at all times.
You will also need:
- A dedicated home office space which is separate, quiet and free from background noise
- A monitor with a resolution between 1280 x 1024 pixels and 1920 x 1200 pixels and a cable for HP Display port or HDMI. Monitor should not have built-in speakers
- An internet router with a free network connection for our computer (the computer will be provided to you free of charge and will be for work use only)
- A broadband connection (DSL, VDSL or cable connection, no Internet radio or satellite) with a Downstream of at least 16 Mbit/s and Upstream of at least 1 Mbit/s
- Comfortable and ergonomically sound furniture