Technical Support Specialist Italian

Cluster is a young company with a big ambition. Why do we say that? We started with three employees in 2020, and today we have more than 300 employees spread across our four offices in Lisbon. We are now expanding our operations to Barcelona and building a team to support European markets in different countries such as Italy, Denmark, Sweden, Germany, Spain, France, Belgium, Switzerland, the Netherlands, and Portugal, where we are headquartered. More than a company, Cluster aims to grow with the main objective of creating growth opportunities for its team members. Without our team members, this would not be possible.

Since we started small and worked very closely with each other, we intend to maintain this mentality and share it with our incoming team members. At Cluster, you are not considered just one more, but an important team member who adds value and contributes to the overall growth, including your own. We are looking for dynamic and passionate individuals, fluent in different languages, to join our team, provide an amazing experience for all our clients and ensure a positive workplace environment.

ABOUT YOUR ROLE
• Provide exceptional technical support by handling inbound queries about the product, hardware or software issues, provide troubleshooting methods to customers and manage repair request, aligning with the repair network.
• Communicate promptly and professionally with customers via email, phone, chat, and other lines of business (LOBs).
• Acknowledge and efficiently resolve customer complaints, always striving to improve customer satisfaction.
• Process and record customer and internal requests, orders, tickets, etc., adhering to time limits for contact, response, and follow-up.
• Maintain a respectful tone in all communications, both internal and external, and ensure all communications follow procedures, guidelines, and policies defined by Cluster.
• Provide feedback on processes to help improve efficiency and accuracy, and actively engage in finding appropriate solutions.

WHAT WE EXPECT FROM YOU
• Excellent communication skills and ability to work well in a team.
• Positive attitude, customer satisfaction orientation and proactivity.
• Ability to deliver results independently and in often ad hoc situations.
• Ambitious to engage with other team members and share experiences.
• Well organized, valuing excellent work ethic and acting with integrity in every situation.
• Demonstrate reliability and trustworthiness.
• High-school diploma or higher.
• Over 2 years of Customer Support/Technical Support experience.
• Reliable professional and progressive mindset.
• Nice-to-have: 6 months' experience in a Technical Support role.
• C2 level or Italian fluent speaker (one or both)
• Knowledge of English level B2 (to ensure you are up to date with training and communication between the departments and employees)

WHAT CAN YOU EXPECT FROM US?
• Fully paid onboarding period (one month), after successfully completing the training.
• Professional career progression and support throughout your career development.
• A multicultural and diverse environment with an excellent working environment.
• Team building activities organized by Cluster and/or its team members.
• Competitive salary package for entry level (includes transportation allowance)
• Performance bonuses.
• All necessary equipment will be provided by the company.
• Private medical insurance will be provided (after successful completion of probationary period).
• Location: Lisbon (on-site)
• Type of contract: Non-Fixed Term Employment Contract (permanent contract)
• Start date: Ongoing Recruitment
• Job Type: Full Time (Monday to Friday with the possibility of having to work 1 Saturday out of the month, in the future)