Technical support with Italian/German

We develop revolutionary digital solutions that leverage next generation technologies - AI, blockchain, machine learning, IoT, AR, VR, bringing to life amazing user experiences. It’s people who make software, not robots – and many companies tend to forget that. We are social creatures, and we want to work together on things that are meaningful to us, in ways that make us become better and better each day.

- Previous similar work experience in technical support operations, including troubleshooting and supporting computer applications and operating systems
- Knowledge of Microsoft Office, Windows OS and troubleshooting PC hardware and software issues
- Technical experience configuring and supporting networked workstations, laptops, printers, and related equipment
- Troubleshooting ability
- Proven skills in troubleshooting complex technical problems, both hardware and software
- Demonstrated ability to research solutions and prepare SOPs for new technical problems
- An ITIL qualification is preferable but not essential

- Answering phone calls in the mentioned languages in the require language field, on a priority established by the team leader
- Handling emails/web cases/chats, translating them into the appropriate language, depending on customer requirements, as per the service levels agreed in terms of response time
- Troubleshooting IT problems according to the Standard Operating Procedures (SOP) and process training
- Correct and complete documentation of all incidents, with accurate description of all troubleshooting steps followed
- Accurate, complete and correct documentation of the resolution implemented or workaround applied, mentioning the knowledge article used, for all incidents and service requests handled
- Following-up with other resolver groups for closing open tickets as per end-user requests
- Sharing with all team members any knowledge obtained through end-user or resolver interactions; this activity is completed through the creation of a new SOP, that will be reviewed by the process trainer and published in the Knowledge Base
- Assist the process trainer(s) and the management team with any requests or requirements formulated – VOC follow-up, daily/weekly reports or tasks;
- Suggest and implement process improvement ideas using the LEAN methodology and tools
- Successfully completing the License To Operate (LTO) and passing the process knowledge test (PKT) on a monthly basis
- Providing assistance to new colleagues whenever possible
- Assist the process trainer(s) and the management team with any requests or requirements formulated – VOC follow-up, daily/weekly reports or tasks.