Italian Speaking Technical Support Representative

Job Description

Technical Support Representatives partner with customers to ensure their success through broad-based technical support of NI Products. Technical Support Representatives respond to technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners.

In this Role, Your Responsibilities Will Be:

Creates and routes technical issues for all customers

• Handle inbound technical support requests (Phone, Email, Web).
• Validates customer entitlements and approves exceptions for unentitled customers.
• Dispatch out-of-TSR scope technical issues to the appropriate support group.
• Create and manage customer data records within our applications to ensure proper data integrity.

Resolves technical issues for customers across all account tiers

• Resolves customers' single incidents during activation, installation, implementation, and/or maintenance of TSR supported issues.
• Increase technical issues internally to the appropriate support group while maintaining ownership of customer interaction.

Captures and documents knowledge to enable self-service resolution

• Learns and adopt Knowledge-Centered Service (KCS) methodology.
• Enables customers to self-serve by creating and editing Knowledge based articles.

Who You Are:

• Communication - Conveying information and ideas clearly and concisely to individuals.
• Problem Solver -Responds quickly to resolve customer problems; integrates information from disparate sources to identify underlying causes and find creative solutions; keeps customers informed and provides feedback on actions taken.
• Collaborative - Team oriented with the ability to effectively collaborate with peers. Leverages others' skills and gains their support by asking for their ideas, opinions, and participation when solving problems, making decisions, and carrying out plans.
• Customer Focus - Uses understanding of customer needs and the organization's customer service practices to set priorities, make decisions, and take actions that create customer satisfaction.

For this role, you will need:

• Intermediate or advanced level of English and Italian (oral and written)
• Technical - Familiar with electronic circuit design concepts and basic electronic instrumentation. Understanding of essential networking principles and equipment. Basic knowledge of programming languages. Strong understanding of technical elements required to solve low-complexity issues. Basic understanding of core products to solve mid-complexity issues with the help of others.
• Assimilates Information quickly - Readily absorbs and comprehends new information from formal and informal learning experiences; quickly sizes up new situations or information and isolates the most important elements.

Preferred qualification that Set You Apart:

• Technician-level education in engineering or a science-related field, such as IT, electronic engineering, automotive, manufacturing support, or other.
• Alternatively, currently pursuing a bachelor's degree in an engineering or science-related field OR having 1+ year of experience working in a Technical Support position.

Our Culture and Commitment to You:

• International working area, good Team spirit
• Flexible working hours and home office opportunity
• Opportunities to maintain health (use of corporate gym, weekly fruit day, farmers market, medical screening - when we are working on site)
• Cafeteria including multiple selectable options
• Supportive atmosphere, team buildings and other company events
• NI discounts (e.g.: gyms, book stores, restaurants)
• Yearly Appreciation week, including fun, educational and health-related programs

We understand the importance of work-life balance and are dedicated to supporting our employees' personal and professional needs. From competitive benefits plans to equitable opportunities for growth and development, we strive to create a workplace that is supportive and rewarding.

Our flexible work from home policy allows you to make the best of your time, by combining home office days with collaborative experiences in the office so that you can personalize your work-life mix.

We are committed to fostering a culture where every employee is valued and respected for their unique experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas and diversity of thoughts, that inspires innovation and brings the best solutions to our customers.

Moreover, our employee resource group will empower you to connect with peers that share the same interest, promote diversity and inclusion, and positively contribute to communities around us. We are committed to providing an inclusive, open, and welcoming workplace environment for people, helping all to make the most of their professional potential.