Technical Customer Support Specialist

4 settimane fa

Padua, Italia Euronovate group A tempo pieno

Do you want to join an international team in a growing process?We do much more than digital signatures: we help businesses by contributing to the digital transformation and implementation of paperless technology in organizations.We offer an opportunity to work with a key player in Digital Certificate Management, legally binding signatures and robust authentication provider, in a dynamic, challenging, international work environment.Our people are the most critical part of our long-term success. Our employees´ happiness, health and wellbeing are our first priority. We understand we cannot have happy and successful customers without happy and successful employees to serve them.If you are ready to become a technology transformational influencer and you have the skills to help and contribute taking our products to the next level, this is your opportunity to develop with Euronovate Group.For eSignWorld, the Italian company, we’re looking for a TECHNICAL CUSTOMER SUPPORT SPECIALIST who will be part of our software products division, based in Padua.What will your responsibilities be?The candidate will be responsible for providing 2nd level technical support on products developed by our company, ensuring quick and effective resolution of software and hardware issues.The required support starts with handling the customer's request, analyzing it, understanding a possible cause of the problem, and providing support or escalating to the development team for the next level of assistanceSpecifically:- Active monitoring activities to understand the system's performance- Defining actions and proposals to reduce incident reports- Create and maintain company documentation- Create effective reports with metrics and ticket health- train users on how to use the software- testing products (software and hardware) to identify errors and malfunctionsWhat are we looking for?- At least 3 years of experience in a similar role- Available for on-call shifts- Excellent communication Skill: Ability to communicate clearly and effectively with customers, explaining technical concepts.- Empathy: Demonstrating genuine concern for customers' needs and concerns, and being able to empathize with their situations.- Problem-Solving: Analyzing situations quickly, identifying issues, and finding effective solutions, both technically and in terms of customer satisfaction. This includes the ability to read logs and analyze code, at least at a basic level- Patience: Maintaining composure and responding to customers' needs with patience and understanding, especially in situations where customers may be frustrated or confused.- Teamwork: Collaborating with other technical team members or customer service representatives to efficiently resolve customer issues.- Flexibility: Quickly adapting to new tools, procedures, or situations to meet the evolving needs of customers and the company- Good knowledge of SQL and databases- Preferably knowledge of HTML/CSS/JS- Preferably knowledge of C#/Java- Preferably B2 level in English- Nice to have experience/knowledge of ISO 27001- Car owner.The initial training will be on site.What we offer?- Smartworking culture - Very competitive remuneration that includes bonus programs- Individual Professional Development Plan with a Personalized Training Roadmap.All to create a compelling and rewarding work environment.Our recruitment processes are designed to prevent discrimination and all the candidates will be considered without regard to their race, color, age, gender, sexual orientation, religion, ethnicity, marital status, disability status, citizenship, or any other basis prohibited by law.

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