Technical Support Specialist Software

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

Technical Support Specialist
We are looking for someone who embodies the Company’s core behaviors, based on our Own It model : We are seeking a Service Quality Specialist to join our Italy Service Operations team.
The role involves managing product exchange authorizations, performing deep-dive analyses for the Service Quality HQ, and supporting the Internal Field Technicians, ensuring the highest level of service delivery to maximize the Customer Satisfaction Index (CSI).
Technical Support to Service Network (Technical Hotline)
Provide expert technical assistance to the Authorized Service Agents (ASA) network across Italy. This includes managing real-time troubleshooting via the Technical Hotline and conducting in-depth analysis of complex cases through a shared mailing system, ensuring high-level technical guidance is provided to resolve difficult repairs.
Evaluate Product Exchange requests submitted by the service network by strictly assessing technical criteria and company policies. Quality Reporting & Coordination with Service Quality HQ




Coordinate with the Service Quality HQ by conducting “deep dive” investigations on specific cases in the Italian market. You will feed the central team with detailed data and “Early Warnings” regarding emerging defects, performing on some specific returned product technical inspections.
Technical Support to Customer Care
Professional Experience : Proven experience such as technical support preferably in the household appliances sector or technician in the field
Technical High School (Technical Degree - Bachelor or equivalent is considered a nice to have)
Technical Background: Strong knowledge of the Home Appliances sector, specifically MDA (Major Domestic Appliances) and SDA (Small Domestic Appliances).
Good knowledge of Excel and IT tools
Strong capacity to put oneself in the shoes of the counterpart (technician, ASA, or internal colleague) to provide immediate, supportive solutions.
Languages : Native-level Italian is required

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