At a Glance
- Tasks: Provide first line technical support and resolve connectivity issues for customers.
- Company: ASK4, an international tech company focused on connectivity solutions.
- Benefits: 25 days holiday, hybrid working, health care plan, and personal development opportunities.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Join a dynamic team and help keep customers connected while developing your tech skills.
- Qualifications: Fluent in English and German, with customer service experience and tech curiosity.
The predicted salary is between 31500 - 38500 £ per year.
Do you have a passion for technology and a talent for delivering great customer experiences? ASK4 is looking for a First Line Support Engineer to join our technical support team and be the first point of contact for customers across our student, residential, and business connectivity services.
About the Role
ASK4 is an international technology company delivering managed internet connectivity and smart building solutions to multi‑tenant buildings across Europe. In this role, you will play a vital part in keeping our customers connected – diagnosing and resolving technical issues across multiple channels, supporting both English and German‑speaking customers, and helping to maintain the high service standards ASK4 is known for. You will work on a shift pattern covering Monday to Friday 08:00–22:00 and Saturday to Sunday 08:00–20:00.
Key Responsibilities
- Provide first line technical support via phone, live chat, and SMS, diagnosing and resolving connectivity and service issues
- Log, manage, and track technical issues accurately, escalating where appropriate
- Support English and German‑speaking customers with written and oral communication across all contact channels
- Administer customer accounts and manage the sign‑up process
- Monitor third‑party SLA compliance and ensure breaches are processed correctly
- Handle service abuse management in line with company policy
- Contribute to ASK4 communications and documentation in both English and German where required
- Work in accordance with ASK4 policies and standard operating procedures, including those relating to information security and health and safety
About You
We are looking for someone who is customer‑focused, technically curious, and comfortable working in a fast‑paced support environment. You will need:
- Fluent written and spoken English and German
- Good working knowledge of operating systems including Windows, Mac, and Linux
- A basic understanding of networking
- Experience in a customer service environment
- A professional telephone manner and strong communication skills
- A logical, methodical approach to problem solving
- A self‑motivated attitude towards learning and development
- The ability to work effectively as part of a team
It would be an advantage if you also have a good understanding of TCP/IP.
What We Offer
- 25 days holiday plus bank holidays, increasing with length of service
- Hybrid working where the role allows
- Westfield Health Care Plan (after 6 months)
- Enhanced maternity, paternity, and adoption pay
- Cycle to Work scheme and Electric Vehicle salary sacrifice scheme
- Personal development time and educational assistance
- Life assurance, Employee Assistance Programme, and GP access 24/7
- Birthday day off, social events, and a values‑led recognition scheme
Our Commitment to Inclusion
We are committed to fostering an inclusive workplace where diversity is valued. We welcome applications from people of all backgrounds and identities and ensure fair treatment for all, regardless of protected characteristics under the Equality Act 2010. We are happy to make reasonable adjustments throughout the recruitment process and beyond, to ensure it is accessible and fair for everyone. If you require any adjustments or would like to discuss your needs, please contact us at careers@ask4.com.
First Line Support Engineer (German Speaking) in Sheffield employer: ASK4
ASK4 is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Sheffield. With a strong emphasis on employee growth, we offer continuous professional development opportunities and a supportive environment where your contributions directly impact connected living solutions. Join us to be part of a dynamic team that values quality, efficiency, and meaningful work.
StudySmarter Expert Advice🤫
We think this is how you could land First Line Support Engineer (German Speaking) in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ASK4. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ASK4 before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace First Line Support Engineer (German Speaking) in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ASK4:Your cover letter is your chance to shine! Tell us why you want to work at ASK4 specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ASK4!
How to prepare for a job interview at ASK4
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
