About the Role
This position involves delivering customer support to a worldwide client base primarily in Italian and English, focusing on issue resolution, user guidance, and maintaining service quality during assigned hours.
Responsibilities
- Respond to customer inquiries in Italian and English across email and chat platforms
- Diagnose and resolve technical and account-related issues efficiently
- Escalate complex problems to appropriate internal teams when needed
- Maintain accurate records of customer interactions and resolutions
- Follow established support procedures and service level agreements
- Communicate clearly and professionally with users from diverse regions
- Provide feedback to improve support documentation and tools
- Adapt communication style to suit different customer needs
- Monitor open cases to ensure timely follow-up and closure
- Collaborate with team members to share knowledge and best practices
- Stay updated on product changes and service updates
- Report recurring issues to help identify systemic improvements
- Ensure compliance with data privacy and security policies
- Handle customer requests with empathy and a solution-focused mindset
- Maintain consistent availability during scheduled shifts
- Use support software to manage tickets and track performance metrics
- Contribute to onboarding materials for new support staff
- Participate in team meetings and training sessions as required
- Uphold brand reputation through positive customer interactions
- Identify opportunities to enhance user experience based on feedback
Compensation
Competitive hourly rate
Work Arrangement
Remote, part-time
Team
Global support team serving international clients
Languages
- Native or near-native proficiency in Italian required
- Professional working proficiency in English required
Availability
- Must be available for part-time shifts during European business hours
- Flexibility to cover peak times as needed
Technology Requirements
- Stable high-speed internet connection
- Quiet workspace with minimal distractions
- Computer with updated operating system and browser
Onboarding
- Initial training period with structured learning modules
- Mentorship during first weeks of employment
Performance Evaluation
Regular reviews based on response time, resolution quality, and customer feedback
Not applicable
