PpM-Cube is a leading company in In-Store Digital Engagement solutions, offering an extensive portfolio of solutions that range from in-store radio to digital signage, interactivity and mobile apps. M-Cube develops innovative digital solutions to improve service, engagement, customer retention and communication within the retail industry. /p pM-Cube, established in 2001, during the years expanded its range of services with the aim of creating increasingly personalized customer journeys by bringing the advantages of the online world into the physical store. /p pWith offices in Italy, United Kingdom, France, Belgium, The Netherlands, Germany, Spain, China and Hong Kong, an operational branch in New York and a consolidated network of global partners, M-Cube currently manages over 50,000 installations around the world for over 400 brands in the Fashion Luxury, Retail, Finance Insurance, QSR, Grocery Retail and Automotive sectors. /p h3The job /h3 pThe second level Help Desk Specialist actively takes part in client support and product exchange procedures, both over the phone and through e-mail. You must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a Customer Support Specialist, you must also have excellent customer service and communication skills. The second level Customer Support Specialist must also have an in-depth knowledge of software (SCALA, BRIGHT SIGN) and the solutions used. /p h3Your responsibilities /h3 ul liHandling customers inquiries, problems or questions over the phone or through e-mails /li liHandling product exchange logistics by insuring the shortest possible exchange procedures /li liUpdating the internal data base with any modifications or changes on the present status of our customers /li liKnowing how to handle customer requests across the board, from the installation phase to the maintenance phase. /li liManaging escalation from level 1 NOC and, if necessary, to PMs, Pre-Sales, Sales or Developers /li liExecute Check control to certificate new installation /li liMonitoring and managing the queues of tickets /li liProviding support for activities which aren't strictly related to tickets or to maintenance requests (example : PC census of a single customer's network) - this part is shared between LV1 / LV2 / Coordinator / Manager based on the load and the tools necessary for its execution /li /ul h3Your profile /h3 ul liEnglish Level C1, good verbal and written skills /li liGood knowledge of Windows and Linux operating systems /li liProficiency in Microsoft 365 /li liGreat communication and interpersonal skills /li liAutonomous, organized and stress resistant /li /ul h3Would be a plus /h3 ul liProficiency in a second language /li liPrevious experience in technical customer service / Help desk is an asset /li liAbility to diagnose a technical problem and identify the solution to resolve /li liKnowledge of collaborative work software virtualized environments (CMS, Helpdesk softwares, etc.), ssh consoles, VPNs and settings in JSON format /li liKnowledge of Audio / Video environments (file formats, streaming formats, Audio / Video connections, screen settings, encoding) /li liWillingness to draw up manuals on the internal procedures adopted and ability to provide training for other colleagues. /li liWillingness to work weekends and time flexibility /li liAbility to integrate into a group /li liVersatility /li /ul h3Our offer /h3 ul liA salary in line with experience and market conditions /li liMeal vouchers and employees discounts platform /li liThe opportunity to work remotely in accordance with the Company hybrid working policy /li liJob Type : Temporary, Full-time /li liContract length : 6 months /li /ul h3Workplace /h3 pTrieste /p h3Open Announcement : /h3 pThis job posting is open to candidates of all genders pursuant to Art. 27 (D.Lgs. 198 / 2006), to all individuals protected under D.Lgs. 9 luglio 2003, n. 21 and N. 216, and to protected categories (Law 68 / 99), as we believe in providing every person with the opportunity to contribute to our success. /p /p #J-18808-Ljbffr