Application Technical Support with Italian

Job description

• Technical Support agents assist end users in day by day operations with specific applications;
• Receive and assess claims according to defined procedures;
• Receive and log all e-mails/web/phone calls and ensure proper documentation;
• Research of required information using available resources, user guides and match complaints with known errors and issues;
• Support in using application functionalities, identification of possible workaround;
• Identify and escalate priority issues;
• Helps agents in routing complaints to appropriate second level group;
• Attend to information requests from customers and track the status of consignments on the system;
• Handle operational queries with a sense of urgency and deliver an accurate final job;
• Support the organization to achieve full compliance with corporate sustainability standards and focused on quality;
• Take steps to improve performance based on coaching.
Availability to cover shifts 9:00 - 18:00; 12:00 - 21:00

Desired profile

Qualifications :

• Fluency in Italian and English (min B2), both written & spoken;

• Proficient in relevant computer applications (internet Explorer, Outlook usage, Microsoft Office);

• Verbal and written communication skills;

• Active listening skills;

• Detail-oriented and analytical thinking;

• Positive ‘can-do' approach;

• Problem solving and analysis skills;

• Customer service orientation.