Customer Support Engineer

About XTELAt XTEL, we excel in understanding large FMCG players.As a leading software provider of sales automation solutions for the Consumer Goods Industry worldwide, our mission is to partner with our customers to unlock growth through smart investment and optimize their promotional plans.Position OverviewAre you a recent graduate eager to start your career in tech?XTEL is looking for a Customer Support Engineer to join our international team.This is an entry-level, full-time position designed to help you grow your skills and gain experience in a fast-paced SaaS environment.As a Customer Support Engineer, you will be the first point of contact for our clients, helping them solve technical issues and get the most out of our platform.You will work in shifts to cover both US and EMEA time zones, so excellent English skills are essential.Will require full-time presence in our Bologna office for onboarding and training period.After that, you will move to a hybrid work modelKey ResponsibilitiesRespond to customer requests via email, phone, or chat, providing clear and timely support.Troubleshoot and resolve basic technical issues related to our software platform.Escalate more complex problems to senior team members.Document solutions and contribute to our knowledge base.Collaborate with colleagues across different countries and departments.Ensure a positive customer experience through empathy, patience, and professionalism.Work in rotating shifts (morning/afternoon) to support clients in different time zones (US and EMEA).QualificationsA great candidate will have:A university degree in Computer Science, Computer Engineering, or other technical disciplines.Advanced English skills (spoken and written) to communicate confidently with international clients.Strong problem-solving and organizational skills.Good communication and interpersonal abilities.Curiosity, willingness to learn, and a proactive attitude.Availability to work in shifts and to be present in the Bologna office full-time for the first 2–3 months.Basic knowledge of database.Ability to write, read and debug queries.Familiarity with ticketing systems.Knowledge of cloud systems such as Azure or similar platforms.Nice to havePrevious internship or work experience in customer support, helpdesk, or a tech environment.Knowledge of other languages.Familiarity with ticketing systems or software troubleshooting.What We OfferA challenging role in a fast-growing AI-driven revenue management company.A diverse and international team with strong ownership and a can-do mentality.Opportunities to contribute to the organization's growth and development.A cross-functional role spanning geographies and departments.Flexible working with hybrid (Bologna).Location PreferencesOur technology Hub is located in Casalecchio di Reno, Bologna, and we offer hybrid work arrangements.Equal Opportunity StatementXTEL is an equal opportunity employer and values diversity at our company.We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.Seniority levelEntry levelEmployment typeFull-timeJob functionCustomer Service and EngineeringSoftware DevelopmentWe're unlocking community knowledge in a new way.Experts add insights directly into each article, started with the help of AI.#J-*****-Ljbffr