German Technical Support Agent

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.?? 

German Technical Support Agent Work from Home

The Fujitsu/PFU document scanner team within  Edinburgh is a key unit within the Customer Service Centre and deals with both pre-sales and technical enquiries regarding document scanners, supporting private and business users alike. In the role you will primarily ensure that all relevant information is collected, and that troubleshooting is performed with the caller to help guarantee the correct level of support for their product. 

The successful candidate will ideally have a technical background in a customer service or helpdesk role. They will show strong troubleshooting skills, attention to detail as well as high quality customer service, e.g. building relations and rapport with customers. 

 
What you will be doing: 

• Troubleshoot, identify, research and resolve both software and hardware related issues in a timely manner for a large range of products spanning from personal use to large business and network compatible units. 

• Use a broad range of questioning skills to understand and prioritise the customers’ needs and expectations. 
• Answer customer questions, over both phone and email, regarding specifications and functions of products. 
• Proactively follow up with customers evaluating the products to attend any questions or problems they may have encountered. 
• Work as part of a team to ensure that the overall grade of service, response time and quality are fully achieved. 
• Recognise where the customer requirements are more effectively dealt with by a different department and escalate/refer accordingly and as appropriate. 

• Keep up to date on new products, services and procedures to provide a high-quality service to the customers. 
• Take part in and identify self-development opportunities and training needs as well as contribute to team and process improvements.  

 
What skills you need: 

• Fluent in English and German 
• Strong problem solving and troubleshooting skills. 

• High attention to details, a logical approach and data input accuracy. 
• Excellent customer service skills and customer orientation. 
• A positive and professional manner. 
• Excellent communication skills both written and verbal. 
• Strong time management skills, being able to prioritise and manage workload. 

• Be a team player and show flexibility. 

 
Experience needed: 

• Customer facing experience is essential. 
• Meeting targets of accuracy, quality and volume to the agreed level of service. 
• Proficient knowledge of basic Windows software such as MS Office, web-browsers and email clients. 

• Previous technical or helpdesk experience is an advantage. 

We put the customer experience at the heart of everything we do, and you will receive training to resolve queries by taking ownership of the request and providing a first contact resolution where possible.  

If you enjoy building great relations with customers, help make your team or department successful and have an interest in technology, this could just be the start of your career with us.