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Italian Technical and Customer Support Specialist

Basic Information

Ref number

Req_00030768

Primary Location

Cork-Campus One

Description and Requirements

Job Description for - Italian/English Technical & Customer Support:

 

At Voxpro we believe in supporting talent and encouraging our employees to grow and succeed. We have a number of openings to join our team, so spread the word! This is a fantastic and challenging opportunity to work in Tier 1 Technical Customer Support. Supporting one of our exciting global brands, you will be a member of the Technical Customer Support team with plenty of potential to develop your career.

Are you a motivated and enthusiastic individual with a passion for technology? A problem solver, looking for a challenge in a dynamic work environment and love helping people? Then this is your opportunity!

 

What you will be doing?

  • As part of your role, you will help customers in an efficient and timely manner through phone, email,chat and Be My Eyes.

  • You will troubleshoot quickly and efficiently, providing information and solutions to customers and do so with the highest standards of professional customer service.

  • You will always support the customer with their request and advocate on their behalf where needed.

  • Provide first line support to customers for infrastructure and product related requests.

  • Answer calls and emails in line with client SLA’s and team KPI’s.

  • Working with internal systems you will document each interaction via a client ticket system.

  • Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge sharing.

  •  Maintain and support quality and statistical standards at all times.

  • Working as part of a team, you will work to both individual and group targets.

  • Provide excellent customer support.

 

Requirements - Do you have the following?

  • Fluent in English and Italian, both written and verbal essential.

  • Proven resolution, logical troubleshooting, customer service and customer satisfaction skills.

  • Experience with Android and iOS operating systems and Apps specifically Google owned apps. 

  • Experience with Windows and Mac devices. 

  • Strong problem solving / resolution skills.

  • Be able to demonstrate empathy to customers who maybe disabled. 

  • Be patient with people who maybe using assistive technology. 

  • The rights to work fulltime in Ireland.

  • Previous customer support experience in a similar environment is an advantage.

  • Excellent listening, probing and de-escalation skills.

  • Ability to learn quickly and be passionate about learning new concepts, technology and processes.

  • Have the ability to handle multiple tasks and prioritise on an on-going basis.

  • Respond to a wide range of accessibility questions and feedback for our clients products Identify issues and escalate to a point of contact in an organised and timely manner. If we are unable to solve the issue follow accessibility communication guidelines, procedures and policies.

  • Collaborate with major cross-product accessibility teams as needed

 

Desired Qualifications:

  • Experience in the use of assistive technologies.

  • Experience using or knowledge of the following assistive technologies: Talkback, Screenreaders, Brailleback Switch Access Voice Access Select to Speak ChromeVox G Suite Apps 

  • Candidate should have extensive knowledge and background on assistive technologies by either having experience in testing or training within the space.

  • The ideal candidate will be extremely knowledgeable of assistive technologies overall.

  • Organizational, multitasking, and prioritization abilities.

  • Excellent attention to detail..

  • Ability to work independently and part of a large cross-functional team.

  • Must be comfortable with a fast paced, ever-changing environment.


Required Language(s)
Italian