Customer Support Executive

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7a5t8x

ppbAbout Datamars /b /ppDatamars is a global data solutions company with a 30+ year legacy in animal and textile solutions. Building on our history as a successful RFID identification and data solutions company, we bring together products, technologies capabilities to put powerful data in the hands of our livestock, pet and textile customers so they can make better informed decisions. Our solutions deliver insights that help customers define what now looks like, what tomorrow could be and to track the improvements to get there. The results? More profitable decisions, less environmental impacts and higher quality of life. /ppbOur vision is clear: /b World leaders in harnessing the power of data to measurably improve productivity and quality of life. /ppbOur purpose is strong: /b It guides our actions and behaviours and reflects our commitment to do the right thing for our customers. It gives us courage to take on big challenges! /ppbOur mission is simple: /b Information is the way to a better, more sustainable world. /ppbKippy, /b part of the Datamars group, is a pet tech company on a mission to keep pets safe and families connected. Our GPS and activity trackers give pet owners real-time peace of mind — wherever their dog or cat might wander. /ppFounded in Italy and now sold across Europe, Kippy combines the warmth of an Italian startup with the strength of a global group. At Kippy, we move fast, we care deeply, and we believe that great technology should always feel personal. If you share our passion for innovation and animals, you will fit right in. /ppWe are seeking a bCustomer Support Executive /b for bKippy /b, based in Milan. /ppbAn insight to the role /b /ppAt Kippy, customer support is not a back-office function, it is one of the most strategic touchpoints of our brand. When a customer reaches out, it is often because something they care about deeply is involved: their pet's safety. /ppAs a bCustomer Support Executive /b, you will be the voice and face of Kippy for thousands of pet owners. You will not just solve problems, you will build trust, gather valuable product insights, and directly contribute to making Kippy a better product and a stronger brand.



/ppThis is a role for someone who is comfortable navigating technical challenges one moment and handling a worried pet owner with empathy the next. You will work in a fast-moving, international environment where your ideas are heard and your impact is visible from day one. /ppIf you love animals, care about people, and believe that great technology should always come with great human support this role was made for you. /ppbKey Responsibilities /b /pullibManage Level‑2 tickets: /b handle escalated or complex cases from L1, ensuring accurate diagnosis and resolution. /lilibPerform technical troubleshooting: /b investigate device/app/connectivity issues using logs, dashboards and internal tools. /lilibDocument resolutions: r /becord root causes, steps taken and final solutions directly in the ticketing system. /lilibPrioritize ticket queues: /bmanage workload based on severity, SLA and customer impact. /lilibCoordinate escalations: /bescalate cases to Product/Tech with clear context and actionable details. /lilibFollow up proactively: /bkeep customers updated until full resolution /lilibIdentify recurring issues: /bflag patterns, bugs and usability problems to internal teams. /li /ulpbRequired Qualifications: /b /pulliProven experience in technical support, preferably in a 2nd level or similar role /liliExperience with ticketing systems (e.g., Zendesk, Helpscout) and CRM tools. /liliExcellent communication skills in Italian and English (written and spoken). /liliCustomer-oriented mindset with a proactive attitude. /liliStrong analytical and problem-solving skills. /liliWork with third-level agents to solve technical issues and provide feedback to end customers. /li /ulpbPreferred Qualifications: /b /pulliAdditional languages (e.g., German, French, Spanish) are a strong plus.



/liliCuriosity and interest in pet tech and technological innovation /liliExperience with technical/IT issues /li /ulpbKey success factors /b /pullibEmpathy first: /byou understand that behind every ticket there is a person who cares deeply about their pet, and you never lose sight of that /lilibOwnership mentality: /byou follow up, you close the loop, and you never leave a customer hanging /lilibTechnical curiosity: /byou enjoy digging into a problem until you find the root cause, not just the quick fix /lilibClear communication: /byou can explain a complex technical issue in simple, human language, both in Italian and English /lilibTeam player: /byou share knowledge, flag patterns, and help the whole team get better /lilibContinuous improvement mindset: /byou look at every recurring issue as an opportunity to improve the product or the process /li /ulpbCulture Values /b /pullibBe Passionate; Aim to Excel; Respect one another; Strive for Performance; Be Empowered! /b /liliCustomer centric – Solution focused – Relationship driven. /li liInnovative – delivering advanced integrated technologies to transform sectors. /li liCollaborative – sharing ideas collaborating across global teams. /li liCompetitive growth mindset – Market leaders – Goal oriented – growth focused. /li /ulpbWhat we offer /b /pulliA dynamic, young and international work environment in the heart of Milan /li liMeal vouchers and company benefits /li liReal growth opportunities within a fast-scaling company and a global group /li liThe chance to work with a product that makes a real difference in people's (and pets') lives /li /ulpAs a vertically integrated business with a head office in Switzerland and market-based operations in over 21 countries, we unite people from diverse sectors, backgrounds, countries and professions. This proudly diverse and inclusive culture strengthens our collective abilities to make a measurable difference to the profitability and quality of life of customers, the sustainability of sectors and the future of the environment. /ppWe have RD hubs in Switzerland, New Zealand and Chiang Mai, production facilities in six locations and sales and marketing hubs in over 24 locations worldwide. We are constantly evolving, which allows our people to engage with stimulating innovative technology, products projects. /p /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7a5t8x