Customer Service Advisor - Technical Support - German Speaking

Key Details!

• This is a German and English speaking role - Must be fluent in German and English (written and spoken)
• Salary: £26,325.00 year – Monthly paid (Equates to an hourly rate of £13.50)
• Schedule: 37.5 per week – Monday – Friday 08.00 – 16.00
• Contract length: 37.5 hrs p/w – Permanent
• Training: Training onsite or virtual – 13 days, Monday to Friday 9am-5.30pm
• Production: Working from home. Equipment iMac provided
• Expected start date: ASAP

The Role

As a Foundever Customer Service Advisor, you will be handling inbound contact from our client’s customers. They may have queries or concerns about a product or service; it’s your job to listen and act on the spot, driving the conversation forward to resolve their query, whilst being trusted to make the right decisions.

The aim of the role is to help end users by providing direct IT support in all aspects of Windows and Mac-based business and consumer software. You will be dealing with a mix of technical support and non-technical customer care by phone, email and live chat. You will work directly for Foundever Group® and represent our prestigious client Claris, computer software development company trusted by more than 50,000+ of the world’s greatest companies.

We will provide you with a brand-new iMac and you will have the flexibility to train and work remotely.

What we need from you

• Good communication skills: the ability to clearly and effectively communicate with customers both written and verbally in English and German
• Technical and Support skills:  In-depth knowledge of Macintosh, Linux and Windows operating systems and the ability to translate "techno-speak" into layman's terms to customers of different backgrounds
• Active listening skills: the ability to attentively listen to customers and understand their needs and concerns
• Problem-solving skills: the ability to quickly identify and resolve customer issues or complaints
• Empathy: the ability to understand and relate to the customer's perspective
• Patience: the ability to remain calm and composed
• Adaptability: the ability to handle a wide variety of customer interactions and adjust communication style as necessary
• Positive attitude: the ability to remain positive and upbeat even during difficult customer interactions

Why work at Foundever?

At Foundever, we work with clients across a multitude of industries such as, retail, health care, hospitality, catering, sports, office, government and many others. Foundever securely connects brands with their customers 9 million times daily in +60 languages. Our global footprint makes us one of the few true global players in the industry.

If this really interests you and are attracted in pushing yourself to a great earning potential, then please, apply now and our Recruitment Team will be more than happy to speak with you.

What are you waiting for? Start your Foundever journey and click apply!

Creativity, Commitment, Connection at Foundever Group

Everyone's Welcome

Foundever Group is an equal opportunity employer. We value our diversity and we’re committed to making Foundever a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection processes of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by UK legislation and then destroyed.

Long Description

Claris is a leading major computer software development company. You will be responsible for providing 1st line support for users of Windows and Mac-based business and consumer software, ensuring their queries are answered and any issues with their products are resolved. You will be dealing with a mix of technical support and non-technical customers. The successful candidate targets measurements are NPS and C-SAT through QMA monitoring. 

You will be responsible for liaising with end users in German and English via telephone and Email. The successful candidate will do so in an efficient manner whilst maintaining great quality customer service. The range of complaint/query categories is wide so will require someone who is a quick thinker with a positive attitude to problem solving.

Key Duties

• Liaising with end users in English and German (written and spoken).
• 1st line telephone and email technical support to a wide customer base.
• Responding to queries effectively, through the use of active listening, questioning and probing techniques ensuring customer success.
• Advising on the use of specific software products on the Windows and Mac platforms for business users and consumers.
• Develop excellent quality relationships with existing customers as well as other parts of the organization.
• Actively contribute to knowledge base articles.
• Ensure that the customer is provided with the correct information in as efficient and timely a manner as possible.
• Problem ownership, escalation and resolution, irrespective of where the problem ends up.
• Maintaining a detailed history on the call management system of all issues reported to customer support.