Technical Customer Care Representative

Settore: / Assistenza clienti /
Data annuncio: 10/08/2018
Sede di lavoro: Milano
Reporting to: Head of Customer Service

The resource will become part of the Customer Care team, committed to supporting our customers reach their goals by Contactlab's Marketing Platform. The Technical Customer Care Representative acts as the main liaison between Contactlab and its clients, ensuring excellent customer service and client satisfaction. He/she works closely with the system engineers and software engineers in the organization to quickly examine technical problems related to the service and provide alternative solutions.

Tasks and responsibilities: Working autonomously in intense collaboration with other members of your Team and beyond, the resource will deal with:
Deal directly with internal and external customers either by telephone, electronically or (occasionally) face to face and respond promptly to their requests
Handle and resolve customer complaints
Obtain and evaluate all relevant information to manage customer requests, in order to ensure a smooth escalation to the next level of support
Set up new customer accounts or services and consequently manage them
Keep records of customer interactions and transactions
Record details of requests, comments, complaints, actions taken; subsequently prepare and distribute the related reports
Support internal customers on the use of Contactlab products
Provide feedback and contribute to the continuous improvement of Customer Care processes
Management Demo on prospect and acquired customers

At least 2 years experience in a technical support role, preferably in software-as-a-service products
Fluent knowledge of Italian and English languages
Basic knowledge of html and css
Autonomous in documenting your own work for colleagues
Ability to keep focus on the customer even when you must wait in line for others to follow up on a specific task/issue
Willingness to adopt new technologies beyond your current experience
Ability to multi-task and use on-line resources
Availability towards a flexible working time (on shifts)
Precision, organization, proactivity, curiosity skills
Problem solving and decision-making skills

Nice to have:
Previous experience in international companies on the ICT B2B sector
Fluent knowledge of French or Spanish languages
Knowledge of API (Rest/Soap) and some scripting language (PHP, Python, Javascript....)
Knowledge of Internet basic protocols (FTP/SFTP, DNS, SMTP)
Knowledge of Email validation systems (SPF, DKIM, DMARC) and/or spam filtering concepts
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