italian customer support Associate (bgc)Eastvantage

Customer Care
Respond to request and queries from customers using the company's products/services in local language or English while ensuring Customer Satisfaction. Manage and answer Internet-based inquiries from customers via email and live-chat mainly, or a screensharing tool if further troubleshooting is needed.
Analyze problems regarding non-functioning software and recommend corrective action. Recommend solutions to customer's application questions.
Provide proactive and reactive customer service to ensure the customer is receiving adequate support from the company.
Develop strong working relationships with cross-functional teams across the company and coordinate with various departments within the company to ensure that customer needs are handled in a timely manner.
Develop and maintain technical expertise in all company products/services.
Research, document, and escalate cases according to procedure or protocols.
Champion customer driven feedback to functional areas in order to influence process/product improvements.
Develop positive customer (internal and external) relations.
Actively participate in job related training.
Author or translate technical documents in different languages as needed on common issues and solutions in order to build the knowledge base.
Conduct Technical Tests for existing and prospective customers. Collaboration with Customer Success and Sales team members to address account-level issues.
Assist with technical testing and issue resolution, such as those related to firewalls or media issues with Virtual Classroom or the company Products/Services may also be necessary.
Conduct all customer interactions in a manner that presents the company in a positive light.
Assist in the translation, maintenance, and updating of technical documentation associated with the product line.
Must be able to troubleshoot software problems and provide quick and effective solutions to resolve issues.
2 to 4 years of equivalent work experience in a fast-paced technical support environment.
Excellent verbal and writing communication skills (fluency) in English and Italian. Written and spoken skills in other language is a plus.
Excellent computer skills and familiarity with the Internet and SaaS business model.
Must have excellent soft skills and "can-do" attitude.
Must be a team player and open to working in a diverse cultural team while maintaining local cultural and policy requirements
Proficient with Windows Operating system, Microsoft Excel, Word, Power Point, and Outlook.
Should be familiar with multiple web browsers (Edge, Firefox, Safari, Chrome) and operating platforms (Windows and Mac). Device support experience (phones, tablets) a plus.
Proven Technical aptitude. Experience or knowledge in software applications along with experience using the Internet and web-based solutions.
Working experience in any standard CRM tools, screen-sharing, effective communication, software quality assurance tools and collaboration tools.
Superior customer service skills with experience in handling difficult customer situations. Ability to manage multiple projects, set priorities, work independently with changing priorities, and perform under pressure.
Ability to work with sensitive and confidential material and possess excellent judgment. Ability to acquire and apply new technical knowledge quickly.
Strong troubleshooting and analytical skills to be able to isolate technical issues for resolution or escalation.
Strong organizational, time management and prioritization skills.
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