Euro London Appointments is currently looking for a German and English speaking 1st Line Technical Support Analyst to join an established leading retail services support organisation, providing support to a well-known restaurant chain , present across the UK, Germany and Europe with 5,000 restaurants in Europe and 44,000 globally.
This is a fantastic opportunity for a client service focused candidate with an interest in new technologies to join an expanding organisation where talented analysts can develop and progress their careers.
*Providing support for UK, Europe and Middle East restaurant franchises, with a particular focus on the German speaking markets.
*Logging and resolving incidents on the helpdesk.
*Reporting any recurrent trends information found on the helpdesk.
*Responding to franchisees, store staff and their customers in an appropriate manner to find suitable resolution to problems, which maintaining excellent customer service at all times.
*Updating documentation to ensure an up-to-date and reliable knowledge base.
*Liaising with other internal support teams and external support teams.
*Facilitating and resolving training enquiries for franchisees.
*Co-ordinating and reporting on the investigations being undertaken to resolve customer problems.
*Other related activities to supporting clients in a fast-paced organisation.
*Being available for on-call stand-by cover on evenings and weekends 1 week in 2/3 on a rota basis.
*Initial basic Technical expertise from an IT environment
*Experience of retail preferred/required- any knowledge of POS /EPOS is a big advantage but not essential.
*Worked in the Retail sector POS Software/Hardware Support experience - 1st line- advantageous.
*Fluent in German with advanced-fluent English is essential for this position.
*Previous experience of providing telephone, remote, e-mail support
*Technical experience including some of the following skills : MS Windows XP/7, MS Office, printer setup & configuration.
*Basic network support, PC, laptop
*Experience of working as part of an IT Support Team
*Engaging communication skills
*Ability to make decisions/ act on own initiative
*Ability to communicate clearly in a non-technical manner
*Excellent communication skills in German and English.
*Strong customer service skills
*Ability to follow procedures
*Calm under pressure
*Good analytical skills
*Attention to Detail
*Good problem solving skills
In return our client offers a challenging, open , transparent, innovative and encouraging working environment where every team member is valued for their contribution and given the opportunity to thrive. Our client is able to offer a competitive salary and career progression.