Job provided by FPSG
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About the job
FPSG are recruiting for our leading global client based in Edinburgh for a number of Technical Support Agents to join their expanding teams.
We are recruiting for English, French, Italian, Polish, German and Nordic speakers!
Working flexible shifts, 40 hours per week over 5 days, candidates must have proven Technical Support experience with a real passion for technology. In return you will receive structured company training, continued career development and further opportunities in various departments covering a wide range of global brands.
Your responsibilities will include:
Manage large amounts of incoming contacts (inbound calls, emails, chats & social media)
Identify and assess customers needs to achieve satisfaction
Provide accurate, valid and complete information by using the right processes/tools
Work with various departments to resolve problems
Ensure accurate documentation of each contact
Handle contacts related to:
Resolve consumer complaints related to service centres, products, business practices, policies, etc.
Questions concerning consumer audio electronics: headphones, portables, home audio and car audio products
Online websales support: Product and Parts sales, returns, refunds, fraud
Products features, benefits, applications, compatibility, and comparability
Recommend new products Up sell and Cross sell wherever possible
Report problems related to customers, operations, telephone system and/or system hardware/software to appropriate resource
Make outbound calls to customers when needed according to procedure
Take initiative to learn new programs and scenarios, increase knowledge and understanding of new products
Provide support to team members to assist with troubleshooting skills and where necessary take over customer cases for more advanced troubleshooting, provide Subject Matter Expertise
Liaise with client representatives on customer escalations and specific cases to a satisfactory resolution, both technical and procedural
As a successful Technical Support Agent, you will possess:
Basic knowledge about WIFI and home networking. Connect PC, Phone or tablet to network access.
Knowledge / awareness of Bluetooth, standard A/V connections (HDMI, SPDIF etc.), wireless devices, Android, iOS, Windows
Streaming Services: At least general knowledge
Commitment to a high level of accuracy
Excellent attention to detail
Technical background is essential
Remain calm under pressure
Passion for music & Customer Service
Good interpersonal and communication skills
Excellent troubleshooting skills
1 to 2 years of work experience preferred
Additional knowledge desired
Ability to differentiate between consumer and professional equipment
Knowledge of Audio / video streaming, DLNA, Bluetooth, 3D, Surround vs Stereo sound, WIFI Router setup
Handson experience of audio/video devices preferred
Experience in working in Electronics, Mobile, Caraccessories preferred
Salesforce or other similar CRM systems
In return our client offers a salary of £18,300 along with fantastic benefits to include: generous holiday allowance, Ongoing training and development, Further career opportunities, Monthly incentives prizes, Pension, Healthcare, Discounts for various retailers and tourist attractions, Childcare Vouchers, Free onsite parking, Free hot beverages
For further information, please apply.
To keep up to date with current opportunities within the Call & Contact Centre sector, be sure to follow
@FPSGCustService on Twitter and the
FPSG page on LinkedIn.
FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age.