Frontline Ambassador - Italian & English - Cluj

Nivel cariera

Entry (0-2 ani), Middle (2-5 ani), Senior (5-10 ani)

Limbi vorbite

engleză, italiană

Adresa/ adresele jobului

Cluj-Napoca


REQUIREMENTS

  • B2B Tech Support Profile, Italian C1 level and English B2 level
  • Software/Cloud or similar work preferred
  • Ability to efficiently manage direct customer contact via phone and email
  • Ability to analyze log files
  • Ability to follow pre-defined troubleshooting scenario
  • Ability to think systematically about troubleshooting tech issues

RESPONSIBILITIES

  • Take  ownership of cases from Team Leader queue when has spare capacity available
  • Own customer relationship and interaction for cases, be single point of contact for customer
  • Collect missing information needed to scope, resolve, or reproduce case
  • Follow troubleshooting scenarios to scope, resolve, or reproduce cases
  • Ask Team Leader for assistance when not able to scope/solve a case efficiently due to lack of skills, tools, or permissions
  • Decide when to escalate an owned case out of Team Leader (after consulting  Escalation Engineer if unsure about decision)
  • Create escalation tickets and monitor / follow up on issue until case can be closed
  • Log reasons for owned cases that have not been closed in <1 day 

OUR OFFER

  • Attractive rewards and additional performance based bonuses;
  • Annual fixed bonuses;
  • Full private medical insurance & discounted prices for the dependents of the employee;
  • Child birth support
  • Online library access for passionate book readers;
  • Health & Nutrition: Health and wellness services at the office;
  • Various discounts for gym classes & other recreational activities;
  • Free development training, for both personal and professional purpose, via our E-Learning platform;
  • Multicultural and enthusiastic work environment;
  • Access to the company’s cultural events including well-known festivals in Romania.