Italian Customer Support Agent

Dublin, Ireland • Permanent • Customer Success & Support

XSellco, is an Irish headquartered software company that builds innovative solutions to allow eCommerce businesses of all sizes to fulfil their potential. We are looking for a motivated Italian Customer Support Executive to join our expanding team to provide ongoing support to our customers and to enhance overall customer satisfaction. The shifts for this role will vary between 8am and 10pm Monday to Friday. 

As a leading provider of Help Desk software, XSellco prides itself on providing exceptional customer support to our existing and potential customers.

The Role:

  • Immediately gain a thorough understanding of XSellco products and services
  • Diagnose and resolve customer issues in an accurate and efficient manner
  • Provide knowledgeable and practical support to customers in order to resolve their issues
  • Engage with customers via inbound chat, phone and email requests
  • Work with customers to configure their system to best suit their needs
  • Gather customer and product feedback to feed into the product development cycle
  • Proactively work with other team members to assist others in achieving improved customer support and improved retention metrics
  • Build a sustainable relationship with customers
  • Manage customer communications, e.g., notifications, e-mails, down-time notices and release notes.

Requirements:

  • Proven customer support experience for a software development company
  • Technically savvy, with strong diagnostic abilities
  • Ability to communicate with both technical and non-technical users
  • Ability to speak clearly and persuasively in positive or negative situations; Listen and get clarification; Respond well to questions
  • A quick learner and ability to understand new technologies
  • Patient, empathetic and good communicator
  • Professional telephone manner essential
  • Proficient in relevant computer applications
  • Fluent in Italian 
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