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Customer support specialist 


Ref.: CSS-IT
Location: Lucca (Italy)

JOB DESCRIPTION:

We are looking for a proactive and motivated Customer Support Specialist to join us and excited about the opportunity of building a best in class support experience and operations. This is a functional role that will interact with many teams and will also serve all our solutions on the support team. We are looking for candidates who have exceptional communication skills and proven track record of driving customer success.

Goals and Objectives for this role:

  • Manages customers’ requests relating to the use of our software products
  • Uses good judgement to make sound decisions in identifying, resolving & escalating issues when necessary
  • Analyzes application settings, recommending the software usage best practices on simple cases
  • Interacts with the customers about the issues and monitors the resolution process
  • Supports coworkers and promotes a positive work environment
  • Anticipates unpleasant situations and does quickly escalate critical issues
  • Resolves well known cases independently

 

REQUIRED SKILLS:

  • Degrees in Business, Accounting or Information Technology o similar equivalent experience
  • Good verbal and written communication skills 
  • Strong ability to document troubleshooting and solutions material
  • Ability to follow and conceptualize innovative customer support processes
  • Friendly demeanor with excellent conflict resolution skills
  • Problem-solver who understands how to work with all types of customer personalities
  • Can prioritize and manage multiple tasks simultaneously
  • Strong collaboration skills
  • Fluent English
  • Intermediate Microsoft Office skills

 

PREFERRED SKILLS:

  • 2+ years of customer service experience

 

ABOUT YOU:

  • Must have the capability to work on own initiative, be self-motivated
  • Fast-learner, resourceful, with excellent problem-solving skills
  • Detail-oriented, creative, and result driven, with strong operational mindset
  • Decisive, with a “get it done” and “deliver results” mentality
  • Must possess excellent organizational and planning skills with a strength in time and project management
  • Ability to work both independently and as part of a team
  • Ability to juggle multiple tasks and adapt quickly to new situations
  • Strong work ethic, intellectual curiosity and commitment to continuous improvement

Remuneration and contract terms will be discussed individually and defined according to personal skills, competences and experience.

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