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Multilingual Network Support Specialist

3 weeks ago

Maidenhead, Windsor and Maidenhead, United Kingdom Kingdom People Full time
Job Title: Multilingual Network Support Specialist

In the EMEA Region, we are seeking an experienced Technical Support Engineer who is fluent in both English and Spanish. The ideal candidate will have previous technical experience with Networks, preferably Fibre Optic Networks.

The successful candidate will be responsible for providing technical support to our customers and the EMEA Sales Team, delivering best-in-class technical support and training. This will include pre-sales online technical demonstrations and webinars in English and Spanish, as well as working closely with the Service, Customer Service, and Technical Support Teams to ensure seamless customer interactions.

The key accountabilities of this role include:
  • Providing technical support for the EMEA Region and responding to customer enquiries via email, phone, and web.
  • Ensuring all customer interactions are delivered to the highest standard, with the ethos of pace, precision, and partnership.
  • Ensuring all customer issues are logged and resolved according to the Service Level Agreement (SLA).
  • To work with the Technical Support Team Leader and Customer Experience Manager to identify problems and develop solutions, leading change where needed.
  • Developing strong working relationships with key distributors and end customers and being seen by their technical departments.
  • Reporting all product issues and customer calls on the CRM.
  • Reviewing and approving technical content in new marketing collateral/communications.
  • Working with cable, switch, and CCTV manufacturers to gain product endorsements and approvals.
  • Supporting the Product Innovation and Marketing teams with product beta testing and participating in end-user investigations.
  • Accompanying the Sales Team in the field to support customer visits, trade shows, and exhibitions.
  • Ensuring the Technical Support Team maintain documentation in accordance with company policy, local legislation, and GDPR.
  • Monitoring and providing data on Technical Support activity/KPIs as required, including weekly and monthly reporting.
  • Ensuring that all activities are undertaken and controlled in accordance with the Quality Management System (QMS).

Estimated Salary: £40,000 - £60,000 per annum depending on experience.