Italian Technical Support Agent (Onsite)

Job Title: Italian Technical Support Agent (Onsite)

Location: Malta (Local candidates only)
Job Type: Full-time
Department: Technical Support

About Us:
Welcome to [Company Name], where technology meets exceptional customer care! We are a forward-thinking company, committed to providing innovative solutions and top-tier support to our customers. Our mission is to make every interaction seamless and efficient, and we're on the lookout for a passionate Italian Technical Support Agent to join our vibrant team in Malta. If you’re an enthusiastic problem-solver with a love for technology and a knack for helping people, we want to hear from you!

Position Overview:
As an Italian Technical Support Agent at [Company Name], you’ll be the first line of defense for our Italian-speaking customers, helping them resolve technical issues and ensuring they enjoy a smooth, uninterrupted experience. You’ll be right at the heart of the action, collaborating with your team and providing support through various channels. You will thrive in a fast-paced, dynamic environment and play a key role in delivering exceptional technical support for our products and services.

Key Responsibilities:

• Tech Problem-Solving: Provide expert technical assistance to Italian-speaking customers via phone, email, and live chat, solving issues efficiently and with a positive attitude.

• Diagnose & Troubleshoot: Identify and resolve technical issues related to hardware, software, and networking, ensuring customers have the answers they need to keep their operations running smoothly.

• Customer Empathy: Listen actively to customers, offering clear, concise guidance and support in their preferred language – all while making them feel heard and valued.

• Collaborate with Teams: Work closely with internal teams to escalate complex issues and ensure that all technical solutions meet the highest standards of quality.

• Improve the Experience: Continuously seek ways to improve the customer experience, offering proactive solutions and ensuring that our services evolve alongside customer needs.

• Documentation: Maintain detailed records of each customer interaction and resolution, ensuring that knowledge is shared across the team for consistency and future reference.

• Product Expertise: Become a product expert, understanding all features, functionalities, and common technical challenges so you can provide the best possible support.

• Feedback Loop: Gather customer feedback to contribute to product improvements and help shape the future of our services.

Requirements:

• Fluency in Italian (both written and spoken) is a must.

• Proficiency in English (written and spoken) to communicate with international teams.

• Strong technical knowledge and experience in troubleshooting software, hardware, and networking issues.

• Previous experience in a technical support or customer service role, ideally with a focus on IT or technology.

• A patient and empathetic personality with excellent communication skills to engage customers and explain solutions clearly.

• Strong problem-solving and analytical skills – you're the person who can "think outside the box" when things get tricky.

• Ability to work well independently and collaborate with a diverse, dynamic team.

• Good organizational skills with the ability to manage multiple tasks and prioritize effectively.

Nice-to-Haves:

• Familiarity with CRM tools (e.g., Zendesk, ServiceNow).

• Basic knowledge of networking concepts, system administration, and troubleshooting protocols.

• Experience in a similar industry (telecommunications, SaaS, etc.) or customer service in a technical environment.

Why You'll Love Working with Us:

• A Collaborative & Supportive Team: Work alongside passionate colleagues who are always ready to collaborate, share knowledge, and help each other succeed.

• Competitive Salary & Benefits: We offer a competitive salary, health insurance, and other great benefits to ensure your well-being.

• Continuous Learning: We believe in developing our people. You’ll have access to training, professional development opportunities, and the chance to grow within our company.

• Tech-Focused & Forward-Thinking Environment: Be part of a company at the cutting edge of technology, where every day presents new challenges and opportunities for growth.

• Work in Beautiful Malta: Join our team and experience life in one of Europe’s most vibrant and scenic locations. Malta is not only a hub for technology but also offers a fantastic work-life balance with its stunning landscapes, rich culture, and friendly community.