Customer Support Agent – Italian Market

About the role

eviivo is looking for a bilingual Customer Support Agent to assist its Italian‑market clients. You will be the first point of contact, helping hoteliers and property owners resolve technical and service issues while ensuring a smooth experience with the eviivo suite.

Key responsibilities

• Provide phone, chat, and portal support in Italian, aiming to resolve at least 85% of issues on first contact.
• Troubleshoot technical problems on customer PCs, including analysis of anti‑virus and firewall impacts.
• Escalate genuine technical issues to the R&D team using the CRM system.
• Monitor and report issue trends to management.
• Meet and exceed defined customer‑service KPIs.

Required profile

• 2–5 years of experience in product support, technical helpdesk, or customer service.
• Native or fluent Italian and strong written and spoken English.
• Detail‑oriented, calm under pressure and self‑motivated to meet targets.

Required skills

• PC troubleshooting
• Anti‑virus software analysis
• Firewall software analysis
• CRM system usage

What we offer

• Permanent full‑time contract with hybrid work (office in Tunis and remote).
• 25 days paid holiday plus statutory holidays, healthcare and lunch vouchers.
• Employee Assistance Programme, flexible working policy and regular training.
• Dynamic, diverse culture focused on learning and growth.