Customer Support Specialist

3 mesi fa

Florence, Italia Kaleo Career A tempo pieno

Panoramica dell'azienda

Il nostro cliente è una società specializzata nella riproduzione di musica di qualità (software, hardware).

Siamo alla ricerca di un Customer Support Specialist dedicato e appassionato di musica che si unisca al team e assista i clienti, i rivenditori, i distributori e la community di utenti. Se hai una passione per la musica e un forte impegno per la soddisfazione del cliente, questo potrebbe essere il ruolo perfetto per te.

Descrizione del lavoro:

In qualità di Customer Support Specialist, ricoprirai un ruolo cruciale nel garantire la soddisfazione dei clienti, supportando la rete di rivenditori e distributori e interagendo attivamente con la community dell'azienda. Le tue responsabilità includeranno l'erogazione di un'assistenza eccellente ai clienti finali, il supporto a rivenditori e distributori, la preparazione di materiali di formazione sui prodotti e la collaborazione con il team di prodotto per risolvere i problemi più urgenti. Questa posizione può essere part-time o full-time, con sede a Firenze, Italia.

Responsabilità principali:

  1. Assistenza ai clienti finali:

    • Rispondere tempestivamente alle richieste dei clienti, fornendo informazioni accurate sui prodotti software e hardware.
    • Risolvere problemi offrendo supporto e soluzioni dettagliate.
    • Mantenere un alto livello di professionalità ed empatia nelle interazioni con i clienti.
    • Documentare le interazioni e i feedback per migliorare continuamente il servizio.
  2. Supporto a rivenditori e distributori:

    • Collaborare con rivenditori e distributori rispondendo alle loro domande e richieste sui prodotti.
    • Supportare nella gestione degli ordini, della disponibilità dei prodotti e nel monitoraggio delle spedizioni.
    • Sviluppare e mantenere relazioni solide per garantire un flusso di comunicazione efficace.
  3. Coinvolgimento della community:

    • Interagire con la community attraverso forum, social media e altri canali.
    • Offrire supporto, rispondere a domande e condividere informazioni utili per migliorare l'esperienza degli utenti.
    • Raccogliere feedback e collaborare con il team di prodotto per soddisfare le esigenze della community.
  4. Redazione della documentazione:

    • Creare documentazione completa, manuali e guide utente per migliorare l'esperienza dei clienti.
    • Assicurarsi che la documentazione sia chiara, concisa e aggiornata in base alle nuove funzionalità dei prodotti.
  5. Supporto al team di prodotto:

    • Monitorare attivamente il feedback e le interazioni con i clienti per identificare e prioritizzare i problemi più urgenti.
    • Collaborare con il team di prodotto per comunicare e risolvere le problematiche critiche.

Qualifiche:

  • Ottima conoscenza della lingua inglese e italiana, sia scritta che parlata.
  • Forti capacità comunicative, sia scritte che verbali.
  • Eccellenti capacità di risoluzione dei problemi e orientamento al cliente.
  • Esperienza con Zendesk o altri strumenti di gestione del supporto clienti.
  • Conoscenze tecniche o familiarità con software di riproduzione musicale costituiscono un plus.
  • Esperienza pregressa in un ruolo di assistenza clienti è preferibile.
  • Attenzione ai dettagli e ottime capacità organizzative.
  • Capacità di lavorare sia in modo indipendente che in team.
  • Passione per la musica e interesse per la tecnologia e il software.
  • Disponibilità a lavorare in loco a Firenze, Italia.

Benefici:

  • Stipendio competitivo con bonus basati sui risultati.
  • Opportunità di sviluppo professionale e crescita di carriera.
  • Ambiente di lavoro dinamico e inclusivo.
  • Sconti sui prodotti software del cliente.

_______________________________________________________________________________________________

Company Overview

Our client, a leading software company based in Florence, specializes in music player technology.

Our client is looking for a dedicated and passionate Customer Support Specialist to join the team and assist customers, resellers, distributors, and the user community. If you have a passion for music and a strong commitment to customer satisfaction, this could be the perfect role for you.

Job Description:

As a Customer Support Specialist, you will play a crucial role in ensuring customer satisfaction, supporting the reseller and distributor network, and actively engaging with the companys community. Your responsibilities will include providing excellent support to end customers, assisting resellers and distributors, preparing product training materials, and collaborating with the product team to resolve urgent issues. This position can be part-time or full-time, based in Florence, Italy.

Key Responsibilities:

  1. Customer Support:

    • Respond promptly to customer inquiries, providing accurate information about 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 the 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 the 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 the clients music player software products.

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