Job DescriptionWe are looking for a support guru fluent in Italian who thrives on providing technical guidance through many different channels of communication including messaging (live and asynchronous conversations), email, phone, video conference, forums and social media such as Twitter.
You're a great match if you possess fantastic trouble-shooting skills, are driven to help both external customers and internal colleagues, and have the ability to dive deep into a new product to learn it inside and out.
We offer a hybrid working model allowing you to work comfortably from home as well as a few days from our Dublin office. As a Technical Support Specialist - Italian speaking: You are an integral member of a highly technical team dedicated to delivering technical support and guidance.You take ownership of customer issues through resolution, are empathetic, responsive, resourceful, and see the support experience through our customers' eyes.You are an outstanding communicator, both written and verbal — you get your message across simply and build trusted relationships at all levels.You are a master of prioritization.
You can juggle customer escalations, product changes, and service issues while managing related communication, technical account management, and risk mitigation.Ability to empower end-users to support themselves using our knowledge base.A desire to learn, master and teach across technical fields.You must have: At least 2+ years of technical support experience.Fluent in Italian and English (written and spoken).Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious.Excellent organisational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles.A strong sense of urgency.Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation.Innovative thinking - "how can we" attitude.Strong tools knowledge around GSuite, Slack, Confluence.About Zendesk - Champions of Customer Service Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
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