Service Desk - Global Support Center

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GLOBAL SUPPORT CENTERThe x Global Support Center is a key element of x Customer Success organization and it is the entry point for our customers and partners to address any issue or topic concerning our products. Our objective is to ensure that every issue is timely followed from start to finish, giving each customer the best possible experience.The Global Support Center teams are skilled with the upmost knowledge (both functional and technical) in order to manage any customer's need and provide a 24/7 follow the sun service to assist all our customers around the world.Global Support Tech AgentThe GLOBAL SUPPORT TECH AGENT is a born problem solver driven by curiosity. He's primarily responsible for providing first and second tier support on x products through handling incoming requests from customers and partners.He takes ownership of issues, working closely with other Agents, Technicians and Customer Success staff to resolve customer issues in compliance with contractual SLAs and ITIL guidelines. RESPONSIBILITIES:Serve as the first point of contact for customers and partners, providing multichannel assistance in both Italian and English;Working on shifts to provide 24-7 service within the team's rotation;Effectively communicate with customer and partners both verbally and writingAccurately document every issue or contact as part of a continuous improvement process of the service;Follow up every issue and make sure the information available in the ticketing system are always updated and maintained.Diagnose problems by asking accurate, concise questions in a professional and timely manner;Properly troubleshoot and establish a plan for remediation of issues;Work closely with other ServiceDesk Technicians and CS team to solve customer issues;Maintain detailed logs of problems and resolutions to update knowledge base;Route unresolved issues to the next level of support;Identify and research routine technical problems that are of medium complexity and follow through to solutions;Identify and suggest possible improvements on procedures; SKILLS: B2 English level (upper intermediate)Basic knowledge of the main ITIL processes, with particular reference to Incident Management, Problem Management, Service Request Management, SLA Management;Requires sufficient knowledge of IT operations, responsibilities, workflow processes and software lifecycle.Excellent interpersonal and communication skills;Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other CS staffs;Problem-solving orientation and proactive approach;Ability to diagnose and solve basic technical issues;Customer-oriented and cool-tempered;Good understanding of computer systems, mobile devices, and other tech products;Knowledge of SQL and ability to understand complex relational DatabaseREQUIREMENTS:Degree/Diploma in IT and/or related subjects;1/2 years of experience in a similar role.