Helpdesk Technician (Italian-Speaking)

Job Description

The Helpdesk Technician (Level 1) is responsible for providing exceptional technical support to our agents in Europe. This role focuses on troubleshooting basic IT issues, offering web support, and delivering high-quality assistance over the phone. The position requires fluency in Italian and strong communication skills to maintain the company's high standards of service. You will collaborate with internal teams to ensure seamless problem resolution while escalating complex issues when needed.

Key aspects of the role include:

• Balancing technical troubleshooting with a customer-centric approach.
• Addressing and resolving user inquiries efficiently.
• Upholding quality and professionalism in all interactions.

Responsibilities

Technical Assistance:

• Provide Level 1 IT support to users in Italian via phone, email, and chat.
• Troubleshoot basic hardware, software, and connectivity issues.
• Assist users with common technical challenges, ensuring timely resolutions.

Web Support:

• Address inquiries related to web tools and platforms.
• Guide users in navigating and resolving basic web-related issues.

Quality Customer Service:

• Deliver exceptional customer service while maintaining professionalism and empathy.
• Ensure all interactions meet company quality standards and drive user satisfaction.

Qualifications

Languages:

• Fluency in Italian (written and spoken) is required.
• Basic proficiency in English or Spanish is an advantage.

Technical Knowledge:

• Previous experience in helpdesk, IT support, or customer service roles is preferred.
• Basic understanding of IT systems, including:
  • Browsers, email clients, and web tools.
• Familiarity with ticketing systems (e.g., Zendesk, ) is desirable but not mandatory.

Soft Skills:

• Strong verbal and written communication skills.
• Ability to manage multiple tasks and work efficiently under pressure.
• A proactive and problem-solving mindset, with a focus on user satisfaction.