Customer Support Specialist

3 giorni fa

Florence, Toscana, Italia Kaleo Career A tempo pieno
Job Title: Customer Support Specialist

We are seeking a highly skilled and passionate Customer Support Specialist to join our team in Florence, Italy. As a key member of our customer support team, you will play a crucial role in ensuring customer satisfaction, supporting our reseller and distributor network, and actively engaging with our community.

Key Responsibilities:
  1. Customer Support:
    • Respond promptly to customer inquiries, providing accurate information about our software and hardware products.
    • Troubleshoot issues by offering guidance and step-by-step solutions.
    • Maintain a high level of professionalism and empathy when addressing customer concerns.
    • Document interactions and feedback to continually improve service.
  2. Support for Resellers and Distributors:
    • Work closely with resellers and distributors, addressing their product-related questions and requests.
    • Assist with order processing, product availability, and shipment tracking.
    • Develop and maintain strong relationships to ensure effective communication.
  3. Proactively Support the Community:
    • Engage with the community through forums, social media, and other channels.
    • Provide support, answer questions, and share information to enhance the user experience.
    • Gather user feedback and collaborate with our product team to meet community needs.
  4. Write Documentation and User Manuals:
    • Create comprehensive user documentation, manuals, and guides to improve the customer experience.
    • Ensure the documentation is clear, concise, and updated with product features and updates.
  5. Provide Product Team with Urgent Issues:
    • Actively monitor customer feedback and support interactions to identify and prioritize urgent issues.
    • Collaborate with our product team to communicate critical problems and work towards resolution.
Qualifications:
  • Excellent knowledge of both English and Italian, written and spoken.
  • Strong communication skills, both written and verbal.
  • Excellent problem-solving skills and a customer-focused mindset.
  • Experience with Zendesk or other customer support management tools.
  • Technical skills or familiarity with music playback software are a plus.
  • Previous experience in customer support or a related role is preferred.
  • Attention to detail and strong organizational skills.
  • Ability to work independently and as part of a team.
  • Passion for music and a genuine interest in technology and software.
  • Availability to work on-site in Florence, Italy.
Benefits:
  • Competitive salary with performance-based bonuses.
  • Opportunities for professional development and career growth.
  • Dynamic and inclusive work environment.
  • Employee discounts on our music player software products.

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