Remote German Incident Support Specialist

Kyocera Group; United Kingdom; Remote; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Competitive Salary

25 days holiday

The ability to Buy and Sell holiday

Life Assurance (4 x base salary)

Pension Scheme

Employee Assistance Programme

Job summary

Kyocera Group is seeking a German-speaking 1st Line Incident Operator to join our ICT Service Desk. This remote role involves serving as the initial contact for German-language technical queries and service requests from internal and external customers.

You will log incidents, provide timely German-language support over phone, email, and chat, and escalate complex issues to second-line teams as needed. The role includes coordinating with scheduling for field visits and handling toner orders.

Responsibilities

• Act as the first point of contact for customers who require support in German, handling technical queries about hardware and solutions
• Take ownership of key customer accounts, acting as the main German-speaking contact for account managers and partners when they raise queries or issues
• Provide support and resolve issues over the phone in German
• Monitor and respond to incoming queries in German via email and chat in a timely manner
• Pass on more complex issues to second line support when they cannot be resolved at first contact
• Identify faults and arrange for spare parts to be sent when needed
• Log all incidents accurately in the system and ensure they are passed to the correct team where required
• Arrange field service visits by working with the scheduling team
• Keep all incident records up to date, including progress and outcomes, and close tickets once resolved
• Process toner and consumables orders based on customer needs and system information
• Work in line with agreed service levels to ensure timely resolution of issues
• Keep track of open queries and follow up or escal ... service levels are at risk
• Highlight any recurring issues or opportunities to improve the service
• Support the wider team with other duties as required

Job description

Kyocera Group is seeking a German-speaking 1st Line Incident Operator to join our ICT Service Desk. This remote role involves serving as the initial contact for German-language technical queries and service requests from internal and external customers.

You will log incidents, provide timely German-language support over phone, email, and chat, and escalate complex issues to second-line teams as needed. The role includes coordinating with scheduling for field visits and handling toner orders.