KYOCERA Document Solutions UK
First Line Support
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1st Line Incident Operator (German Speaking)
About the Role
We are looking for a German-speaking 1st Line Incident Operator to join our ICT Service Desk team. In this role, you will be the first point of contact for technical queries and service requests from internal and external customers. You will play a key part in delivering a high-quality support service, ensuring issues are logged, managed, and resolved in line with agreed service levels.
Key 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 escalate where service levels are at risk
- Highlight any recurring issues or opportunities to improve the service
- Support the wider team with other duties as required
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Skills and Experience
- Able to communicate confidently in German at a professional, business level with clients and colleagues (spoken and written)
- Able to speak clearly on the phone, listen carefully, and provide helpful support to customers
- Able to explain information in a clear and easy-to-understand way
- Able to stay organised and handle multiple tasks in a busy, fast-paced environment
What We’re Looking For
- A customer-focused approach with a commitment to delivering excellent service
- Someone who takes ownership and works proactively to resolve issues
- A collaborative team member who contributes positively to the wider team
Why Join Us?
- Competitive Salary
- 25 days holiday
- The ability to Buy and Sell holiday
- A Volunteer Day
- Life Assurance (4 x base salary)
- Pension Scheme
- Employee Assistance Programme
- Coaching and Mentoring
- EyeCare – Access to money off for glasses and sight test
- Flu Jab
- Eligibility for Costco Membership
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Values
The values that underpin the Kyocera Group are the 5 C’s:
- Communication
- Courage
- Commitment
- Cooperation
- Consciousness
It is our firm belief that employees should live by these values and we would expect that you show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
Equality and Diversity Statement
Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.
Recruitment Agencies
Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.
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