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Technical support specialist 


Ref.: TSS-IT
Location: Lucca (Italy)
Job Status: Full Time

JOB DESCRIPTION:

We are looking for a Technical Support Specialist with a passion for supporting customer success to join our growing team. The ideal candidate will have prior experience in technical support and will serve as front-line support for new and existing clients. 

Goals and Objectives for this role:

  • Provide top-level support by making every customer interaction stand out for its friendliness, warmth and helpfulness.
  • Communicate clearly and directly to help center cases submitted online and by phone.
  • Resolve problems efficiently and effectively by clarifying issues, researching and exploring possible causes, and providing solutions.
  • Enhance current support offerings by challenging ideas, taking risks, and developing collaborative, client-focused support services.
  • Create and edit end-user documentation.
  • Serve as a trusted advisor for clients by understanding their goals, suggesting product enhancements to better meet their needs, and managing expectations and relationships.

 

REQUIRED SKILLS:

  • Technical Background (Degree or Master degree)
  • 3+ years of related work experience in technical support or higher education.
  • Strong troubleshooting, analytical, organizational and multitasking skills.
  • Ability to take initiative and act independently to resolve problems and learn new technologies.
  • Excellent written and verbal communication skills.
  • Desire to be an innovator and continuously work to enhance CCH Tagetik Support Services by challenging ideas and taking risks, both independently and collaboratively.

 

PREFERRED SKILLS:

  • Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
  • Excellent understanding of firewall, vpn, public key infrastructure and network protocols, etc.;
  • Good English skills (spoken English too) to interact with international Clients;
  • Proficiency with server operating systems (Windows and Linux);
  • Good knowledge of OOP languages (Java, Python, Ruby)
  • Good knowledge of scripting languages ( bash, powershell )
  • Good knowledge of Active Directory related tasks (Group Policy management, Users and Filesystem management)
  • Good knowledge of most common database related tasks (Oracle, Microsoft SQL Server, PostgreSQL)
  • Knowledge of French language is an advantage

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

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