Descrizione:
We are looking for a Product Support Specialist to join our Customer Operations – Support team. In this role, you will be a key point of contact for customers, ensuring high‑quality technical and functional support while meeting SLA commitments.
Key Responsibilities
- Provide technical and functional support on Trace One products.
- Handle customer inquiries and resolve issues efficiently.
- Own and manage support cases from opening to resolution.
- Ensure compliance with SLA commitments and maintain accurate case records.
- Report domain‑related issues to customers and the Customer Support Manager.
Escalation & Critical Situations
- Manage escalations and critical issues with timely communication.
- Coordinate with internal teams for resolutions.
- Participate in support reviews and maintain strong customer relationships through proactive engagement.
Collaboration & Knowledge Sharing
- Work cross‑functionally with other departments to maintain consistent quality of customer interaction.
- Document issues and contribute to the knowledge base.
Continuous Improvement
- Analyze recurring issues and propose preventive actions.
- Contribute to process improvements and support‑related projects.
Travel Requirements
- Domestic travel and occasional international travel as operational needs require.
Key Skills & Requirements
- 2+ years of experience in technical or functional support (SaaS or On‑Prem environments).
- Strong analytical and problem‑solving skills.
- Excellent communication skills with the ability to handle sensitive situations.
- Familiarity with support tools and case‑management best practices.
- English (B2 / Fluent).
- Local language required.
Nice to Have
- Bachelor’s degree in Computer Science or related field.
- Knowledge of databases and SQL.
Benefits
- Space and encouragement to suggest ideas and solutions.
- International and multicultural environment.
- Interesting internal growth opportunities.
- Soft‑skill training.
- Internal Academy enriched day by day.
- Unlimited LinkedIn Learning account.
- Amazing events organized by the Happiness Committee.
Equal Opportunity Employer
Trace One is an equal opportunities employer.
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