Product Support Specialist - Italian speaking
Luxembourg - Customer Support
The Customer Support team is an international, diverse team that are the first point of contact for all of the technical questions that clients have about the Talkwalker family products. We deal with all manor of requests that arrive with us, from across the world, striving to deliver the highest quality of customer service to all of these inquiries. We work closely and collaborate with nearly all the other departments in Talkwalker, helping us to be known as the gurus of the tools!
Talkwalker is a leading consumer intelligence company with over 2,500 clients globally. Through our AI-powered analytics platform, we gather data from the conversations that happen around brands - online, in the media, and within companies themselves - to uncover, understand, and actionable consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, Tokyo, Milan, London, and Sydney.
Are you a tech-savvy problem-solver with a passion for helping others? Talkwalker is on the lookout for an Italian-speaking Product Support Specialist to join our team and help us continue providing top-notch support to our clients.
Key responsibilities:
Prioritise, troubleshoot and resolve technical issuesProvide support to all users of the platformInvestigate any occurring customer problemsReport issues and requests using ticketing systemsRespond in professional and timely manner to clientsOptimise client projects and provide solutions for platform issuesAssist with the progression of in-house developments for the tool
Must-have qualifications:
You are fluent in English and Italian, any other language is considered an advantageYou have proven experience in customer support-related rolesYou have great communications skills (written, spoken)You are not afraid of tackling a variety issues with clients and enjoy getting these problems resolvedYou have the drive and discipline to autonomously handle customer requestsYou enjoy working in a dynamic and open communication cultureYou show initiative in improving the products and customer serviceYou are self-motivated, focused, well-organised and simply get things done
Nice-to-have qualifications:
Any other language is considered an advantagePrevious experience in a technology companyPrevious experience with ticketing systems or other support softwareFamiliarity with social media analytics or other online monitoring tools
What we offer:
26 days of vacation + bonus holidaysLunch vouchers in the form of the Edenred CardComplimentary health insurance3 volunteer days per year
What you can expect from this interview process:
1st interview with Zach, our Talent & Culture Business Partner - 30 minutes2nd interview with our Hiring Manager - 60 minutesFinal interview with our CS Director - 30 minutes
If you speak Italian fluently, but don't correspond to the rest of this job post 100%, apply anyway! We want to hear from you :)
#LI-ZT1
About us:
Talkwalker is the #1 consumer intelligence company and is dedicated to helping brands close the gap between brand and consumer. Recognized by Forrester as a Leader in Consumer Intelligence and Social Listening, Talkwalker brings together market-leading social analytics and AI technology, with unstructured data expertise, and a global team of insights analysts and data storytellers.
Talkwalker enables brands to put consumers at the heart of their decision-making, empowering them to embrace smarter innovation, create more successful campaigns, and provide enhanced customer experiences. With teams around the world, Talkwalker helps over 2,500 global brands to be consumers close, and accelerate their brand growth.
Talkwalker is committed to bringing together a diverse workforce that we believe will enrich our workplace. We aim to provide employees with a safe and welcoming work environment, free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, religion, gender, sexual orientation, nationality, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.
