Apparound is looking for a Customer Support Specialist who leads by example, has a value-driven and end-to-end mindset, sets their own goals, makes their teams better, and demonstrates Technical Excellence.
Individuals who are pro-active, who turn problems into opportunities, and who consistently take a results-driven approach, are very likely to be successful working in our company.
The Customer Support Specialist is responsible for managing all customer support inquiries and incidents and must work closely with all colleagues to resolve any issues for customers.
You will be in a very technical company, working among very strong engineers in Agile Scrum/Kanban methodology.
Accountabilities End-to-end incident management: inquiries, escalations; Document and hand over any defects to DevOps (as per defined defect processes); Implement and improve customer support and operational processes (using industry best practices e.g.
ITIL); Maintain and improve customer support performance and experience; Be ready to support customers on any new release; Customer and partner training; Be a project specialist; every Customer Support agent must be able to demonstrate the product to any customer; Participate in the Apparound Beta process and open defects; Contribute to release testing as requested.
Position skills and experiences required Experience in troubleshooting and resolving problems; Background or knowledge in .NET Framework, Service Oriented Architecture, SQL, and Mobile technologies are desirable; Knowledge of cloud platforms; Good hands-on knowledge of Configuration Management, Deployment, and Troubleshooting tools; Proficient in scripting: Powershell, Bash; IT System knowledge is a plus; ITIL v3 certification is a plus; Effective problem-solving and analytical skills; Soft communication skills; Flexibility on working time; Knowledge of Agile methodology: Scrum and Kanban framework; Fluent in Italian and English.
Other languages are a plus; Bachelor's degree or higher in computer science or related fields.
If you will become an Apparounder… you will be part of a highly innovative software company, the only Italian company included in Gartner Magic Quadrant for Configure, Price & Quote Application Suites; you will have the pleasure to work in a young and close-knit team, following the Scrum/Agile methodologies; you will have the opportunity to invest in your training and professional growth, comparing yourself with the most innovative technologies and interacting with international customers and suppliers; you will participate in our performance management plan and we will work together to achieve your professional growth goals.
Please note This is not a 100% full remote working.
You will be contacted only if you really match the above criteria.
Please do not apply if you don't currently have the legal right to work in Italy, or if that right is just about to expire.
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