L1 Support Agent Job at Arrive (Bologna)

Job Description

L1 Support Technicians are the first point of contact for our customers. They monitor the Service Desk queue for new incidents and requests, taking ownership of relevant reported incidents as well as handling phone calls and conducting triage. They see incidents through to resolution, fostering strong relationships with key internal and external customers. Due to internal progression, we are seeking an enthusiastic, energetic, and confident individual who can deliver world-class customer service to our customers and partners.

Job Responsibility

Log and monitor incidents from a range of communication channels and ensure that the appropriate action is being taken to meet SLA
Update customers and colleagues by telephone, email, or portal on the progress of a support call or to request additional information
Contact third parties to log support calls, get updates on open support calls, or request technical support
Conduct remote diagnostic tests, checks, and repairs when a customer reports an incident
Assisting in internal and external customer report generation, including collating reports, managing users and passwords
Assist with ad hoc tasks relating to implementation projects, support projects, or support administration
Regularly update open tickets in the CSM tools
Build strong relationships with customers, partners, suppliers, and internal colleagues
Work in a support team delivering remote support
Contribute to Knowledge Management within the business in the form of documentation creation
Troubleshoot, diagnose, and resolve problems and/or assign them to the appropriate team to investigate and resolve
Performing system admin duties and/or proactive daily system checks
Various administrative tasks, including collating reports, managing users and passwords
Support all in-house back office systems, including mobile payment solutions

Requirements

A customer orientated approach is critical for this role
A general technical understanding and familiarity with Google Workspace
One year of experience in a Service Desk or a Customer Support environment would be a distinct advantage
An IT background would be an advantage
Excellent customer service skills
Strong written and verbal communication skills to communicate in a clear, professional manner
A good listener with the ability to communicate technical issues and resolutions to people of varying technical levels
Analytical problem-solving and the ability to follow the process
Technical mindset with a desire to enhance those skills
Being able to quickly learn industry standard and bespoke software to an advanced user level
Can quickly understand customers’ operational requirements

Nice to have

One year of experience in a Service Desk or a Customer Support environment
An IT background

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L1 Support Agent

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