Technical Support Specialist ensuring customer success by managing support through Intercom. Focused on automating solutions and enhancing customer interactions.
About the role
- Technical Support Referent analyzing support requests and providing solutions in the automotive sector. Ensuring compliance with procedures and managing request lifecycles.
Responsibilities
- Analyzes received support requests and identifies appropriate solutions, based on available basic data and own technical skills.
- Escalates support requests that cannot be resolved at Level 1 to the higher technical level, according to established procedures.
- Ensures monitoring and management of support requests throughout their lifecycle, until their closure.
- Promptly informs the manager of any incident identified during the processing of requests.
- Takes over and manages support requests from colleagues in situations of absence, ensuring business continuity.
- Translates support requests or other documents, at the manager's request.
- Ensures compliance with internal procedures and work instructions in the processing of each task.
- Manages support requests considering the impact on warranty costs generated by operations and makes recommendations for part replacement, when necessary.
- Proposes the creation or updating of items and/or databases, to continuously improve the knowledge base.
- Applies and complies with the requirements of the client's quality management system.
Requirements
- Technical university degree (preferably in automotive, mechanical or electrical/electronics)
- Fluent in Italian
- Intermediate-advanced English
- Passionate about the automotive industry
Benefits
- Benefit Platform
- Holiday Voucher
- Private medical insurance
- Performance bonus
- Easter and Christmas bonus
- Employee referral bonus
- Bookster subscription
- 7Card
- Work from home options depending on project
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Technical Support Referent analyzing support requests and providing solutions in the automotive sector. Collaborating with colleagues to ensure continuous support and quality management compliance.
Technical Support Referent managing Level 1 support requests in automotive sector. Analyzing solutions, escalating issues, and ensuring compliance with quality management systems.
Technical Support Referent providing automotive solutions for Expleo through analysis and management of support requests in a hybrid workspace.
Technical Support Supervisor leading the Technical Support team for HarmonyCares in Troy, Michigan. Ensuring effective service delivery and compliance in technical support operations.
Field Support Technician delivering critical CIS services across RAF Shawbury. Supporting technical assistance, documentation, and engineering processes for defence operations.
Sales Support Engineer providing technical support for robotic welding solutions at Lincoln Electric. Designing customized applications and collaborating with sales teams to drive business opportunities.
Technical Support Engineer providing high touch support to major customers at Smarsh. Managing escalations, advocating for improvements, and ensuring customer satisfaction.
Sales Support Operations Analyst supporting Channel Sales engagement and process improvements at Equinix. Assisting with Salesforce activities, data management and analytics.
ICT - Support Engineer resolving technical issues and handling 2nd to 3rd level support tasks for p3b AG. Collaborating on complex IT infrastructure and providing user support in a hybrid environment.