Italian Technical Mentor

About the role

This role handles complex customer issues independently, resolves intricate hardware and software technical problems, and answers questions about services, products and technical matters. It guides customers proactively, coordinates work and leads complex requests, contributes to process improvements and mentors lower-level roles. The position is full-time, with no shift premium.

Key responsibilities

• Address complex customer issues independently and follow established protocols
• Resolve difficult hardware and software problems through customer interaction and proactive notifications
• Provide complete answers on services, products, features, specifications and repairs, aligned with customer entitlement such as warranty coverage
• Guide customers to prevent problems and take part in quality and process improvement initiatives
• Maintain trusted relationships with customers across technical user segments
• Analyze outages and trends through root cause analysis and give prompt resolutions and feedback
• Coordinate departmental work, identify improvement opportunities and ensure effective business controls
• Lead and assign responsibilities for complex requests, propose innovations and implement process changes
• Monitor and troubleshoot complex problems, collaborate with exempt-level employees and mentor lower-level roles

Required profile

• High school diploma, GED or higher secondary education, or commensurate work experience and demonstrated competence
• Typically 2+ years of related experience, preferably in remote support, telephone support, technology or customer environments
• Fluent Italian with good English
• Results orientation, learning agility and customer centricity

Required skills

• ServiceNow, IT service management and issue tracking
• Microsoft Office 365 and Windows 11
• Desktop support, help desk support and peripheral device troubleshooting
• Agile methodology and automation