German Technical Support Agent Level 3

About Foundever ™??  
 
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.?? 

Level Three German Technical Support Agent 

Hybrid role - The L3 team is expected to work from the Edinburgh office 2/3 days a week.

Principal Responsibility / Key Activities

1. Technical Support :                                                                                               

a. Work on tickets/cases escalated by Level 1 Support.

b. Ensure that tickets/cases are prioritised and handled according to Service Levels.

c. Utilise knowledgebase and other technical information to resolve tickets/cases.

d. Where necessary/appropriate, test/reproduce customer issues and document and assist other team members where needed.

e. Where appropriate, perform remote sessions with customers.

f. Where customer issues cannot be resolved over support channels or via remote sessions:

• If a hardware fault can be reasonably suspected, escalate the ticket/case to ‘Work Order Dispatch’ to arrange a repair or replacement.
• If a component, software, or firmware issue can be reasonably suspected, or if complexity of an issue exceeds knowledge, training and documented technical content, escalate the ticket/case to Level 3 Support for further investigation

Principal Responsibility / Key Activities

2. Authoring & Moderation: 

a. Using cues provided by the AI or reports from the Support CRM, where appropriate, author ticket/case avoidance content and submit for review/authoring into the Knowledgebase and Community (where appropriate as a ‘sticky’) and canned statements for Live Chat/Email Templates.

b. Participate in Community discussions where appropriate, especially where community questions go unanswered by the community. [We may need to develop some guidance in this area over time]

c. Periodically check Community posts to ensure they meet community standards, taking action where appropriate [We will need to develop community standards].

d. Participate in periodic reviews of Knowledgebase and Community content, its relevance scores and engagement.

e. Participate in periodic Community reviews with a wider PFU team (e.g. with Product Managers).

Principal Responsibility / Key Activities

3.Team & Communication:                    

a. Work as a key member of the PFU EMEA Service & Support Team, helping the team to reach and exceed its objectives and key performance targets.

b. Regularly participate in a conference call/video meeting with the PFU EMEA Service & Support Team, including Foundever and PFU personnel.

c. Assist the Program Manager and Team leaders in mentoring members of the Level 1 Support Team.

d.      Be a key contributor to the continued improvement of working procedures and best practice.

4.  General:                                                                                                                

a. Maintain a current working knowledge of PFU’s products, software, services, systems, programs, and procedures.

b.      Maintain a current working knowledge of Foundever systems and procedures.

c.      Perform any other reasonable additional tasks as requested by the Foundever reporting manager.

d.      Be an advocate for PFU’s products and brands.

5.  Person Specification:

a.     4+ Years’ experience in Technical Support Role.

b.     Customer Focused/Team Oriented with good interpersonal skills.

c.      Analytical mind with a logical approach to problem solving.

d.     Person with a natural interest in ICT systems/software would be a good fit.