Customer Support 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 job

The second level Customer Support 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 responsibilities

· Handling customers inquiries, problems or questions over the phone or through e-mails

· Handling product exchange logistics by insuring the shortest possible exchange procedures

· Updating the internal data base with any modifications or changes on the present status of our customers

· Knowing 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 Developers

· Execute Check control to certificate new installation

· Monitoring and managing the queues of tickets

· Providing 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 execution

Your profile

· English Level C1, good verbal and written skills

· Good knowledge of Windows and Linux operating systems

· Proficiency in Microsoft 365

· Great communication and interpersonal skills

· Autonomous, organized and stress resistant

Would be a plus

· Proficiency in a second language

· Previous experience in technical customer service/Help desk is an asset

· Ability to diagnose a technical problem and identify the solution to resolve

· Knowledge of collaborative work software virtualized environments (CMS, Helpdesk softwares, etc.), ssh consoles, VPNs and settings in JSON format

· Knowledge of Audio / Video environments (file formats, streaming formats, Audio / Video connections, screen settings, encoding)

· Willingness to draw up manuals on the internal procedures adopted and ability to provide training for other colleagues.

· Willingness to work weekends and time flexibility

· Ability to integrate into a group

· Versatility

Our offer

· A salary in line with experience and market conditions

· Meal vouchers and employees discounts platform

· The opportunity to work remotely in accordance with the Company hybrid working policy

· Job Type: Temporary, Full-time

· Contract length: 6 months

Workplace

Trieste

Contratto di lavoro: Tempo pieno, Tempo determinato

Durata contratto: 6 mesi

Retribuzione: €23.000,00 - €24.000,00 all'anno

Benefit:

• Buoni pasto

Esperienza:

• addetto/a assistenza clienti: 1 anno (Preferenziale)

Lingua:

• inglese (Obbligatorio)