Italian Technical Support

POINTL Professionals is a no-nonsense recruitment agency, since 2000 based in Hoofddorp. For one of our clients, a multinational company, we're currently looking for a

TECHNICAL SUPPORT REPRESENTATIVE - ITALIAN

COMPANY: VERY NICE PROFESSIONAL AND INFORMAL COMPANY TO WORK FOR!!

JOB SUMMARY:
Provide support to customers with inquiries regarding account information, products and services. Focus on identifying issues using troubleshooting techniques. Make empowered decisions and work to provide resolution quickly and efficiently.

JOB PROFILE:
Provide quality customer and follow-up support by answering questions posed by both internal and external customers.
Provide support for processing orders, and answering customer questions related to accounts, products, and services.
Work within all the standard operating procedures (SOPs), work instructions (WI) and policies. Document customer transactions in a computer based tracking system SAP.
Work to support call center phone metrics.
Identify opportunities to educate customers on proper usage and functionality of company's products.
Responsible for handling difficult customer situations turning them into a positive customer experience.
Responsible for seeking assistance on difficult customer issues when necessary. Responsible for balancing customers needs with corporate objectives and policies.
Responsible for following established guidelines and appropriate communication of issues regarding products and services.
Other duties as assigned.

CANDIDATE PROFILE:
1-3 years of experience in technical support / customer service in a fast-paced, business environment.
Experience in a customer service and/or technically related field preferred. A science back ground is a plus. Excellent customer service skills which support the mission and value statement.
Ability to handle difficult customer situations and seek assistance on difficult situations. Strong verbal and written communications.
Ability to effectively function in a team environment and support teammates by being flexible and presenting a positive attitude.
Ability to work independently and with minimal supervision. Must be organized and detail-oriented.
Ability to multi task effectively.
Must be computer literate in Microsoft Office. Understanding of SAP and Antrim preferred. Ability to provide and receive constructive feedback.
Ability to balance common sense budget management with corporate objectives when offering free products and services.
Proven follow up skills.
Exhibits a high level of drive and determination and shows initiative.
Ability to listen to and comprehend information and feedback.
Decision making and problem solving skills.
Strong mathematical skills. Add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, percent and to calculate discounts.
Understand general statistical and analytical techniques.
Ability to use and demonstrate an understanding of the technology used in the products that the group supports as well as that of our competitors.