Objectives of this role
Own overall relationship with assigned clients, which includes customer on-boarding, training and high levels of customer satisfaction
Handle a large volume of inbound and outbound calls in a timely manner and efficiency·
Identify and address customer needs with a goal of complete satisfaction
Provide expert answers to questions about products, and availability, while presenting the value of our portfolio of products to customers
Meet customer service targets and objectives
Follow communication guidelines and use knowledge of the company’s products and services to go off-script when necessary under minimal supervision
Identify customer needs, research issues, resolve complaints, and provide solutions
Maintain ownership of calls throughout the lifecycle of the caller’s request, including follow-ups with end-users and escalation team
Recommend improvements to systems and processes for improved organizational efficiency
Daily and Weekly Responsibilities
Build positive relationships by going above and beyond with customer service, ensuring all questions, cancellations and confirmations are addressed appropriately
Meet daily personal / team qualitative and quantitative targets, and achieve all service, productivity and quality objectives
Create and maintain case management records of daily problems and remedial actions taken in a call center database
Build expert and dynamic knowledge of company products and services
Research information using available resources to satisfy customer inquiries
Build rapport with customers by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences nurture lasting relationships
Respond quickly, professionally, and accurately to all customer inquiries regarding requests, incidents, status updates, and complaints
Facilitate interaction and workflow between support team members, including third-party service providers, to ensure on time resolution of issues
Must Have :
Passion about networking, software, information technology or computer science·
Some knowledge in technologies, such as : Routing, Switching, Wireless, Software or Network programmability
1-2 years of experience in both technology and customer-facing roles
Troubleshooting Mindset :
Mitigation - Approaches problems with a mitigation-first mindset working towards minimizing the impact for customers but collecting any necessary information for later analysis.
Problem-solving - Has a top-down approach to problems, breaking them in smaller pieces and solving them by starting with a wider scope and narrowing it down as the analysis progresses.
Has critical thinking, so is able to analyze information objectively and make a reasoned judgment.
Interest in communicating with different cultures
Fluent in Italian and English
Even Better :
Knowledge of Computer Network and protocolS
Knowledge related to troubleshooting performance issues and identifying performance bottlenecks.
You will have a key role in the company and the opportunity to play a key part in the organization. We are seeking motivated and high energetic people.
We offer a long term contract with a competitive salary.