Client Services Trainee Support Representative (German speaking)

About GMO GlobalSign

GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption. Its high-scale PKI solutions support the billions of services, devices, people and things comprising the Internet of Things (IoT). The company has offices in the Americas, Europe and Asia. For more information, visit https://www.globalsign.com/en/company.

Summary of the role

Purpose: To provide technical support to GlobalSign’s 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.

Department: Client Services Technical Support Department

Reporting into: Client Services Technical Support Assistant Manager

Location: Maidstone, England

Nature of employment: Permanent

Contractual hours: 37.5 hours per week

Reports: This role does not have people management responsibilities.

Travel: N/A

Equal opportunities, diversity and inclusion: We are an equal opportunities employer committed to diversity and inclusion and have a zero-tolerance approach towards bullying and harassment.

Right to work: For your application to be considered, you must have a current right to work in the UK.

Background checks: This is a Trusted Role which is defined as ‘being a role upon which the security of the Company’s security sensitive business is dependent’. As such, you will be required to undertake identity and background checks, including criminal record checks and qualifications, and periodic reviews of trustworthiness. You will also be required to immediately inform your line manager of any changes in your circumstances relevant to these checks.

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).
• Responsibility for complying with company policies and procedures, including but not limited to information security and acceptable use, and for undertaking mandatory in-house company training as required.
• Undertake other job responsibilities and accountabilities within the remit of the job role as and when these may arise.

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

• Minimum of a B.S. in Computer Science, related technical degree, or equivalent work experience preferred.

One GlobalSign Way

Our employees are expected to fully embrace our ‘One GlobalSign Way’ and demonstrate the following behaviours daily in their job roles.

• Ownership - Be responsible and accountable for own job responsibilities, performance, conduct, learning, training, development, career progression and effective communication.
• Creativity - Challenge how things are done, suggest more effective and efficient ways of working, actively seek to improve customer service and product offering to both external and internal customers.
• Integrity - Behave ethically and morally by complying with Company rules, policies, processes, procedures, and governmental/governing body laws and regulations.
• Collaboration – Understand and demonstrate effective team working skills by working successfully within and across teams.
• Diversity (and inclusion) - Contribute to a dignified work environment by respecting and including others irrespective of age, culture, ethnicity, race, nationality, religion, belief, gender, gender reassignment, sexual orientation, disability, marriage/civil partnership and pregnancy/maternity.
• Waku Waku - Seek to be passionate and positive about GMO GlobalSign by aligning with the mission, vision, behaviours and objectives.

What we offer

We offer a £20,000 starting salary with a benefits package including company profitability scheme, workplace pension, group income protection insurance, group private health insurance, group life insurance cover and much more.

Application process and deadline

If you meet the criteria listed above, found the nature of our business fascinating, and can demonstrate our One GlobalSign Way behaviours daily, then please apply for the role by sending us a cover letter along with your current CV/resume before 1 February 2023.

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