Technical Support Agent ENG - FR/SP/IT

If you wonder what’s the technology behind products such as the iconic Thrustmaster HOTAS Warthog (licensed by Air Force), the powerful Thrustmaster T500RS, giving thrills to virtual drivers all around the world or you’re just passionate about creating and mixing popular tunes using state of the art digital controllers…


...and if you have:

• Spoken and written English language skills to native standard, and good level of French, Spanish or Italian;
• Experience in a customer service role would be considered an advantage;
• Comfortable working with computers and the ability to work with multiple systems/tools and the ability to learn and adapt to new ones;
• Customer service excellence – enjoys direct contact with customers by telephone and e-mail and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologizes where necessary, always portrays a professional & positive image to the customer;
• Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage its own workload;
• Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers;
• Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.

Then we should really meet!

What you are expected to do on a daily basis:

• Handling native language customer contacts, including responding to incoming phone calls and written correspondence.
• Delivering service excellence by efficiently problem-solving and positively reacting to customer situations in a professional, polite and clear manner.
• Meeting standards in volume, quality, performance & attendance.
• Understanding and resolving the customer requests or creating & agreeing action plans to lead to resolution.
• Where necessary, liaising with internal departments to develop service request resolutions & action plans.
• Maintaining an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail update, team meetings, training and other briefings.
• Performing all duties in an efficient, professional and courteous manner at all times.
• Maintaining regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
• Pursuing personal development of skills and knowledge necessary for the effective performance of the role.
• Looking at opportunities to make changes and improve the processes where possible.

• Working hours: Tuesday to Saturday, 12:00-21:00

What we offer:

• Attractive salary
• Performance bonus
• Meal vouchers
• Taxi vouchers
• Weekly fruit supply
• Access to gym
• Trainings
• 22 working days paid leave / year
• Private medical insurance/ Access to private medical system after 6 months; special subscription rates for family members.

• Quarterly Bonus
• ING ATM
• Cafeteria, on site, vegetarian friendly

We’re:

• THRUSTMASTER, a brand capable of satisfying and entertaining every type of gamer, by creating products for highly precise gaming experiences – such as racing wheels (Ferrari® F1 wheel replica and the powerful T-GT just to name some) and joysticks (US Air Force licensed);
• HERCULESa brand that helps you bring the fun at your parties and turns you into a DJ through its DJ-ing controllers.

And we both are Guillemot Corporation brands.

Guillemot Corporation designs and manufactures interactive entertainment hardware and accessories. Specializing in the design and marketing of digital devices and accessories for PC and game consoles, the Group structures its operations around its two well-known brands: Thrustmaster for PC and console gaming accessories, designed for users ranging from experienced to casual gamers and Hercules for the hardware and digital devices segment (wireless speakers for smartphones and tablets, mixing controllers for amateur and semi-pro DJs, DJ headphones, multimedia speakers, webcams…).

The Group is currently present in eleven countries (France, Germany, Great Britain, Spain, the United States, Canada, Italy, Belgium, China and Romania), and distributes its products in more than eighty-five countries worldwide.