As part of the Customer Support team, you will be responsible for analyzing and resolving incidents: analyzing, diagnosing and resolving tickets in the Helpdesk, and contacting users if necessary.

Setting up new customers: configuring customer platforms (CMS configurations, setting the right options, setting up third-party services such as payment terminals, etc.).

You will also act as a link between the customer and our internal departments for specific questions.

Main missions:

• To be the first point of contact for our customers;

• Identify and assess our customers’ needs in order to achieve their satisfaction;

• Master the life cycle of a donation in order to provide assistance to customers on their operations;

• Escalate problems according to the defined procedure to ensure rapid resolution in line with performance indicators;

• Respond to global and specific needs by liaising with all relevant departments;

• Ensure rapid and quality responses to customer requests;

• Create clear internal escalation tickets and follow through to resolution;

• Analyze customer trends (recurring problems, recurring lack of understanding on the use of the product, product performance, etc.) and continuously improve customer support content (FAQ, Macros);

• Communicate effectively with other teams.

Who are we looking for:

• You are very comfortable in speaking and writing to customers, and you are fluent in Italian, English and French;

• You are organized, meticulous and able to manage stress well;

• You have a technical-functional profile and you are very versatile;

• You’re flexible, multitasking and at ease on the phone;

• You are known for your excellent interpersonal skills and you know how to collaborate with your colleagues;

• You have previous experience in customer relations or customer support;

• You have notions of HTML/CSS and Javascript or jQuery.

What we offer:

• Join a fast growing tech company with great core values

• Be a part of an international & passionate team with more than 20 nationalities and teams in several countries.

• Work with world-changing organisations that are making a positive impact on the world

• The possibility to work remotely

• Meal vouchers (Swile) worth €7, covered at 60%

• Our health insurance plan with ALAN (90% employer contribution)

Stage 1: HR Interview

Stage 2: interview with Johny, Head of Customer Support