First-Line Application Support Specialist
Pubblicato il 14-09-2026 - eBest Mobile in Italia
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ABOUT THE ROLE
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We are a global SaaS solutions provider serving international clients across the FMCG and retail industry. Our Sales Force Automation (SFA) platform supports distributors and sales teams across EMEA markets, and we are expanding our regional support coverage.
We are looking for a First-Line Application Support Specialist to be the friendly, reliable first point of contact for our end users — primarily distributors and field sales staff using our SFA application on desktop and mobile.
This is a tempo parziale, long-term contractor role ideal for someone who values stability, enjoys helping people, and wants a flexible remote position with a growing international company. You will be part of a global support team with clear escalation paths, structured knowledge bases, and a supportive working environment.
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WHAT YOU'LL DO
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• Serve as the first point of contact for end users via ticketing system, call, email, and chat
• Help users with day-to-day application questions: password resets, account access, basic navigation, data entry guidance
• Log, categorize, and prioritize incoming support requests in our ticketing system
• Resolve straightforward issues independently using documentation and knowledge base articles
• Escalate complex technical issues (bugs, system errors) to the Level 2/3 technical team with clear problem descriptions
• Assist new users during onboarding and answer "how do I..." questions patiently
• Contribute to monthly support reports (ticket volume, common issues, user feedback)
• Help improve our knowledge base and FAQ documentation based on recurring questions
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WHAT WE'RE LOOKING FOR
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Must-Have Requireme