Technical Support Engineer (AGENT) - Italian

Language

• Native or near native speakers of Italian
• Good command over English
• Good Italian speaking skills

Technical Skills

Required Skills:

• Knowledge on storage
• Troubleshooting experiences and related 3^rd party software and hardware
• Basic networking concepts

Soft Skills

Required Skills:

• Excellent verbal and written communication skills
• Good listening skills
• Problem analysis and Problem solving
• Customer service orientation
• Quick learner

Prior Experience

• 6 months – 1 year

Customer Skills

• Rapport building skills
• Friendly and understanding

Roles & Responsibilities

• Provide support through Voice, Chat, Email & remote assistance (universal agent)
• Provide WOW customer experience

• Research required information using available resources
• Manage and resolve customer complaints
• Provide customers with product and service information
• Enter new customer information into system
• Ability to follow processes, meet and exceed KPIs
• Identify and escalate priority issues
• Case/Ticket documentation

• Adhering to standard operating procedures required by the process and organization
• Awareness of relevant service levels