Support Specialist - IT Customer Care
Pubblicato il 29-08-2026 - beexact in Roma
**Role Overview** As a Support Specialist for Italy, you will be the **first point of contact** for our Italian customers. You will assist users with our software and services, respond to functional inquiries, resolve incidents, and ensure an **excellent customer experience**. You will collaborate closely with colleagues across countries and departments, including Development, Operations, and Customer Success. **Key Responsibilities**
- Analyze, log, and resolve incidents **within agreed SLAs**.
- Guide customers in the use of our software.
- Proactively identify recurring issues and opportunities for improvement.
- Coordinate escalations to second or third-level support as needed.
- Contribute to the continuous improvement of support processes.
- Support the onboarding of new customers.
- Help maintain high levels of customer satisfaction and service quality. **Languages**
- **Italian**: Native or equivalent
- **English**:
Professional working proficiency
- **Dutch**: Advantageous, but not required **Knowledge & Skills**
- Experience with ticketing tools (e.g., Jira Service Management, TOPdesk).
- Understanding of SaaS software or ITIL principles.
- Experience in telecommunications or fiber optic infrastructure is a plus.
- Experience with remote support tools.
- Basic knowledge of APIs and system integrations.
- Familiarity with Agile / Scrum methodologies.
- Experience in Microsoft 365 environments.
- Basic troubleshooting skills (log and error analysis). Contratto di lavoro: Tempo pieno, Tempo indeterminato Retribuzione: €21.726,85 - €28.000,00 all'anno Vantaggi: - Buoni pasto
- Cellulare aziendale
- Computer aziendale