Technical Support Specialist (Italian)

TL;DR

Technical Support Specialist (Italian): Providing transformative customer experiences by prioritizing calls and email correspondence, taking ownership of customer issues, and utilizing resources for high-quality service. Focus on prompt, accurate follow-up to tickets, developing solutions to minimize cycle time for problem resolution, and creating/delivering product training.

Location: Hybrid remote in Berlin, Germany. Candidates must be able to work a set schedule during office hours Monday to Friday. This position is NOT eligible for Visa sponsorship.

Company

hirify.global automates IT processes, providing visibility, security, and control over all endpoints for over 30,000 customers with its automated endpoint management platform.

What you will do

• Provide prompt, accurate follow-up to customer tickets and support calls, ensuring high-quality service interactions.
• Take ownership of customer issues, utilizing provided resources to achieve problem resolution.
• Collaborate with Engineering, Customer Success, QA, and Product Management to resolve critical product issues.
• Develop solutions to minimize cycle time for problem resolution and suggest improvements for future product releases.
• Create and deliver product or technology training to internal and external partner teams.
• Share knowledge of issues and resolutions by creating new knowledge base articles.

Requirements

• Fluent in Italian and English, with excellent oral and verbal communication skills.
• A Bachelor's degree in Computer Science and/or at least 2 years prior experience in a customer service/support-related position.
• Proficient in Windows troubleshooting (registry, services, etc.).
• Working knowledge of MacOS and a general understanding of Linux distributions are beneficial.
• Able to exercise good judgment of priority based on customer impact and adapt to new technologies.
• Strong interpersonal skills for a team-oriented environment.
• Understanding of any virtualization platform and basic networking.

Nice to have

• Previous experience with Zendesk.
• Previous experience with RMM software.
• Fluency in German, French, Dutch, or Spanish.

Culture & Benefits

• Hybrid office options in Berlin to balance personal and professional life.
• Opportunities for personal and professional growth within a fast-growing company.
• Lunch covered by hirify.global three times a week at the office.
• Access to a Corporate Benefits Platform with discounts for various brands.
• Skill development through a renowned training platform.
• Competitive compensation.
• Collaborate with a curious, kind, international, and intercultural workforce.
• Enjoy a work environment located in the heart of Berlin, directly at Alexanderplatz.