Our client is an Independent arm of a global franchised business, and they are looking for a German and English fluent speaker to support and help on all franchise owners purchasing, distribution and supply chain issues. Your common-sense approach coupled with a natural ability to resolve any issues successfully and with the best intentions are a must. You will provide excellent customer service to support Franchisees, internal teams, and customers. This role would suit someone who has previous experience within a customer service focused role that has a willingness to take ownership for individual work activity and support the wider team. The successful candidate will need to be a natural organiser with strong written and verbal communication skills.
You will be accountable for:• Providing technical support to European and UK businesses, Field Consultants, retail staff via phone or email as first point of contact, escalating complex technical/digital issues to senior team members as in when required.• Escalating hardware related issues to vendors and Point Of Sale software issues• Maintaining accurate and complete record of all cases/incidents reported in our call logging system• Keeping up to date with information on new promotions, technology changes, ongoing majorincidents, and software updates.• Escalating trending issues reported to the technical support desk during calls to senior team members and Senior technical lead.
Key skills and knowledge:• Ideally experience within the Retail sector, supporting or working with technologies such as POS Software/Hardware Support• IT related experience or background at 1st Line Level• Excellent written and spoken English and German• Previous experience of providing telephone, remote and e-mail support• Technical experience to include MS Windows 7/10, printer setup, installation and configuration• Experience of working as part of an IT Support Team• Engaging communication skills• Ability to make decisions and act on own initiative to resolve issues• Ability to communicate clearly in a non-technical manner
