Help Desk Specialist

M-Cube is a leading company in In-Store Digital Engagement solutions , offering an extensive portfolio of solutions that range from in-store radio to digital signage, interactivity and mobile apps. M-Cube develops innovative digital solutions to improve service, engagement, customer retention and communication within the retail industry .M-Cube, established in 2001, during the years expanded its range of services with the aim of creating increasingly personalized customer journeys by bringing the advantages of the online world into the physical store.With offices in Italy, United Kingdom, France, Belgium, The Netherlands, Germany, Spain, China and Hong Kong, an operational branch in New York and a consolidated network of global partners, M-Cube currently manages over 50,000 installations around the world for over 400 brands in the Fashion & Luxury, Retail, Finance & Insurance, QSR, Grocery Retail and Automotive sectors.The jobThe second level Help Desk Specialist actively takes part in client support and product exchange procedures, both over the phone and through e-mail. You must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Customer Support Specialist, you must also have excellent customer service and communication skills. The second level Customer Support Specialist must also have an in-depth knowledge of software (SCALA, BRIGHT SIGN) and the solutions used.Your responsibilitiesHandling customers inquiries or questions over the phone or through e-mailsHandling product exchange logistics by insuring the shortest possible exchange proceduresUpdating the internal data base with any modifications or changes on the present status of our customersKnowing how to handle customer requests across the board, from the installation phase to the maintenance phase.Managing escalation from level 1 NOC and, if necessary, to PMs, Pre-Sales, Sales or DevelopersExecute Check control to certificate new installationMonitoring and managing the queues of ticketsProviding support for activities which aren't strictly related to tickets or to maintenance requests (example : PC census of a single customer's network) - this part is shared between LV1 / LV2 / Coordinator / Manager based on the load and the tools necessary for its executionYour profileEnglish Level C1 , good verbal and written skillsGood knowledge of Windows and Linux operating systemsProficiency in Microsoft 365Great communication and interpersonal skillsAutonomous, organized and stress resistantWould be a plusProficiency in a second languagePrevious experience in technical customer service / Help desk is an assetAbility to diagnose a technical problem and identify the solution to resolveKnowledge of collaborative work software virtualized environments (CMS, Helpdesk softwares, etc.), ssh consoles, VPNs and settings in JSON formatKnowledge of Audio / Video environments (file formats, streaming formats, Audio / Video connections, screen settings)Willingness to draw up manuals on the internal procedures adopted and ability to provide training for other colleagues.Willingness to work weekends and time flexibilityAbility to integrate into a groupVersatilityOur offerA salary in line with experience and market conditionsMeal vouchers and employees discounts platformJob Type : Temporary, Full-timeContract length : 6 monthsWorkplaceTriesteOpen Announcement :This job posting is open to candidates of all genders pursuant to Art. 27 (D.Lgs. 198 / 2006), to all individuals protected under D.Lgs. 9 luglio 2003, n. 21 and N. 216, and to protected categories (Law 68 / 99), as we believe in providing every person with the opportunity to contribute to our success.#J-18808-Ljbffr