Technical Solutions Representative (Italian Speaker)

About the role

This role handles complex customer issues independently, resolving intricate hardware and software technical problems and giving complete answers on 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 based in Ariana, Tunisia, full time, with no shift premium.

Key responsibilities

• Address complex customer issues independently, following established protocols.
• Resolve difficult technical problems through customer interaction and proactive notifications.
• Answer questions 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 technical users across customer accounts.
• Analyze outages and trends through root cause analysis and provide timely resolutions.
• Coordinate departmental work, identify improvements and ensure effective business controls.
• Lead and assign complex requests, implement changes and mentor lower-level roles.

Required profile

• Fluent in Italian.
• High school diploma, GED or higher secondary education, or commensurate experience and demonstrated competence.
• Typically 8+ years of related experience, preferably in remote or telephone support, technology and customer environments.

Required skills

• Active Directory, Linux, Windows Servers, Windows 10, Microsoft Office 365, Microsoft Azure, ServiceNow, ITIL, issue tracking and IT service management.
• Scripting, desktop and help desk support, computer hardware and peripheral devices.
• Effective communication, results orientation, learning agility, digital fluency and customer centricity.