Join a team recognized for leadership, innovation and diversity
The Technical Support Specialist is the primarycustomer facing Technical Support contact for customers, both external as wellas internal.
Primary responsibility is to help customers to solve technicalissues and to answer any questions about the features and capabilities of theproducts.
Key Responsibilities :
Remote diagnostics, troubleshooting, analysis and resolution of support issues.
Follows established process and procedures to provide support to customers via all contracted channels (phone, email, chat & / or fax).
Works effectively with other management and customers to quickly address problems as they arise.
Properly log all information into the problem management system.
Escalate issues to the appropriate contacts in a timely manner and ensure end users are aware of changes to original expectations in accordance with procedural guidelines.
Maintains a high degree of technical knowledge relating to assigned customer or product.
Contribute authoring, reviews, and updates of knowledge relating to assigned customer or product.
Contribute to ongoing Quality Improvement initiatives.
Represents Company in a professional and business-like manner and communicate effectively with customers and other team members.
YOU MUST HAVE
University degree or in process of obtaining one
Previous experience on a technical support role
Technical knowledge on major platforms including but not limited to iOS, Android and Microsoft OS
Fluent in English & Italian - conversational level
Good interpersonal and verbal & written communication skills
Excellent Attendance & Reliability
Excellent customer skills
Role requires availability for rotational shifts.