Description
We are seeking an Italian Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for resolving technical issues of medium and high complexity, providing comprehensive responses to customer inquiries, and offering proactive assistance to customers.
Responsibilities
- Operate independently, following established protocols to address customer issues, applying moderate professional judgment to support defined processes.
- Resolve technical problems of medium and high complexity related to hardware and software through interactions with customers and proactive notification systems.
- Provide complete responses to customer inquiries regarding services, products, technical aspects, and customer relationships, including product functionality, specifications, and repairs.
- Proactively support customers to mitigate or prevent problems and participate in process improvement and quality initiatives.
- Collaborate effectively with customers, developers, QA specialists, and managers to ensure project objectives are met.
- Establish and maintain trusting relationships with customers at various technical levels.
- Apply in-depth knowledge to resolve complex issues and recommend improvements through creative and effective approaches.
- Coordinate departmental activities, support and train the team, and serve as an escalation point for issues within your area of expertise.
- Identify opportunities for improvement, formulate recommendations, and ensure adequate controls are in place through review, analysis, and verification activities.
Requirements
- High school diploma or equivalent GED, or equivalent work experience or demonstrated competencies.
- At least 2 years of professional experience in related fields, preferably in remote support, telephone support, technology, or similar environments.
Preferred Qualifications
- None
Skills and Competencies
- Excellent Italian language skills
- Good English language skills
- Agile methodologies
- Automation
- Computer hardware
- Computer science
- Printing technology knowledge
- Desktop support
- Help desk support
- ITIL (Information Technology Infrastructure Library)
- Incident tracking and management
- Microsoft Office 365
- Microsoft Windows 11
- Operating systems
- Peripheral devices
- Technical support
Soft Skills
- Effective communication
- Results-oriented
- Learning agility and adaptability
- Digital literacy
- Customer orientation
Impact and Scope
- Contributes to departmental results and guides or provides specialized expertise to functional project teams, potentially participating in cross-functional initiatives.
Complexity
- Works on complex assignments requiring personal initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.