Job description

Diamond Search Recruitment are delighted to be representing our client, a leader within their field, providing trusted identity and security solutions. As a Client Services Trainee Support Representative (German speaking) you will provide technical support to our customer base. As a trainee member of the Client Services Support team you will be trained to work across our customer base to provide service and technical support for inbound phone, chat, and email support inquiries. A desire to provide great customer service is essential to this position.

Main job responsibilities and accountabilities

Respond to first level customer inquiries about Security Service products.
Analyse basic customer issues to identify problems and recommend corrective actions.
Actively listen to customers to understand their issues or concerns and to provide superior client-focused service.
Troubleshoot certificate products on various operating systems, devices, and software.
Develop and publish documentation to be included in our Knowledge Base.
Performs, if need arises, web content management tasks by executing and delivering web content goals based on Tech Support guidelines.
Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles.
Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA) by ensuring all customer inquiries are responded to in a timely manner.
Achieve and maintain high levels of customer satisfaction which is measured using Net Promoter Scores (NPS).

Person specification

Essential

Working knowledge of Microsoft Office Suite, Windows and Linux Servers, Adobe products.
Basic understanding of networking protocols and devices, Web servers and VPN.
An aptitude for technical products and working with systems.
Excellent listening skills.
Customer-focused and passionate about providing excellence in customer service.
Good problem solving and analytical skills.
Ability to work individually as well as in a team environment.
Excellent written and oral communication for both English and German.

Desirable