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Customer Support Specialist with Technical Expertise

4 settimane fa

Poli, Italia Apparound A tempo pieno

**About Us:**

Apparound is a highly innovative software company, the only Italian company included in Gartner Magic Quadrant for Configure, Price & Quote Application Suites. We are a young and close-knit team that follows Scrum/Agile methodologies.

**Job Title:** Customer Support Specialist with Technical Expertise

**Location:** Italy (Note: This is not a 100% full remote working)

**Salary Range:** €40,000 - €60,000 per annum

**Job Description:

As a Customer Support Specialist with Technical Expertise, you will be responsible for managing all customer support inquiries and incidents. You must work closely with all colleagues to resolve any issues for customers. Your primary goal is to provide exceptional customer support while leveraging your technical expertise.

**Responsibilities:

  • Manage customer support inquiries and incidents
  • Work closely with colleagues to resolve customer issues
  • Document and hand over defects to DevOps
  • Implement and improve customer support processes using industry best practices (e.g., ITIL)
  • Maintain and improve customer support performance and experience
  • Support customers on new releases
  • Provide customer and partner training
  • Participate in the Apparound Beta process and open defects
  • Contribute to release testing as requested

**Requirements:

To succeed in this role, you will need:

  • Experience in troubleshooting and resolving problems
  • Background or knowledge in .NET Framework, Service Oriented Architecture, SQL, and Mobile technologies (desirable)
  • Knowledge of cloud platforms
  • Good hands-on knowledge of Configuration Management, Deployment, and Troubleshooting tools
  • Proficient in scripting: Powershell, Bash
  • IT System knowledge is a plus
  • ITIL v3 certification is a plus
  • Effective problem-solving and analytical skills
  • Soft communication skills
  • Flexibility on working time
  • Knowledge of Agile methodology: Scrum and Kanban framework
  • Fluent in Italian and English (Other languages are a plus)
  • Bachelor's degree or higher in computer science or related fields

**What We Offer:

If you join our team, you can expect:

  • A competitive salary range of €40,000 - €60,000 per annum
  • The opportunity to invest in your training and professional growth
  • The chance to interact with international customers and suppliers
  • Participation in our performance management plan to achieve your professional growth goals

**Important Notes:

Please note that this is not a 100% full remote working arrangement. You will be contacted only if you match the above criteria. Please do not apply if you don't currently have the legal right to work in Italy, or if that right is just about to expire.