Technical Product Support Specialist

We’re looking for highly motivated TECHNICAL PRODUCT SUPPORT SPECIALIST who brings her/his/their all to work every day. We have a high productivity and high engagement culture that’s not for anyone seeking a comfort zone. If you’re ready to rock, we’re the place for you Talking about the role TECHNICAL PRODUCT SUPPORT SPECIALIST As a Technical Product support specialist you will: Ensure customer satisfaction by providing in-depth technical & functional research and information needed to resolve in-depth technical & functional problems in an accurate, professional, and timely manner, in the respect of our SLA. Communicates problems resolution strategies and status to the customer in an accurate, professional, and timely, manner, in the respect of our SLA Be close to our customers & build strong relationship. Provide guidance on support related topics Crisis management Main duties & responsibilities Answering and logging incoming calls when needed Resolves customer and field inquiries regarding current Trace One product behavior. Owns and drives resolution of customer’s cases. Maintains records of cases, defines resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience. Organizes the provision of product fixes to customers, coordinating necessary resources to ensure the availability is timely, efficient and satisfactory. Promotes customer advocacy and satisfaction throughout the company. Works with other Trace One departments to maintain a quality of customer interaction consistent with corporate standards. Contributes to extended research on customer-reported technical problems which are not known or cannot be resolved during initial investigations. Consults with customers as required to collect diagnostic information Develop and maintain a high level of technical and functional expertise on our solutions Interfaces with engineering groups (R&D/PS/Regulatory teams) as a consult point for further diagnosis of complex issues and to organize delivery of product fixes to customers. Coordinates necessary resources to ensure delivery is timely, efficient and satisfactory. Make sure customer ‘s critical reported cases are dealt with promptly and the customers are informed. Be involved in the management of critical account situation Enters appropriate and accurate data on technical problems in support case tracking system, for reference and historical purposes. Documents technical issues for the benefit of others as needed. Work on technical & functional product related projects, as required. Be the local relay and assist the Product Support Manager Develop trust between our customers and our support team Making sure support requests are moving well Managing critical situations and escalations Helping with general requests Facilitating knowledge transfer Providing guidance on support-related matters Doing periodic Support Reviews with customers Mentors other Customer Support Engineers on resolving technical problems and mission critical support requests. Crisis management (critical incidents P0/P1) Is able to handle customer escalations, communicates resolution action plans and follows through to case closure, ensuring customer satisfaction of their support experience. Participate to the training and coaching of new joiners Be the technical functional referent for the rest of the team Ensure that the support coverage is respected Work with external partners when required Education & Skills Required A Bachelor’s degree with Computer Science is normally required. Effective verbal and written communication skills, tact and diplomacy in dealing with sensitive customer issues, exceptional follow-through ability and good organizational skills. A minimum of 2 years’ experience in a technical & functional support on a SaaS / on prem environment and a general understanding of data base applications or development tools . Good knowledge of the case tracking tool and other tools used by Support Teams Capacities to deal with and manage stressful situations Knowledge of database and SQL language is a plus. Language skills: Fluent Italian & English What can you expect from us? Space and encouragement to suggest ideas and solutions Smart working (the real one) International and multicultural environment Interesting internal growth Soft skill training Internal Academy which is enriched day by day Unlimited Linkedin Learning account How to apply: Applications may be submitted via LinkedIn (please include your CV). A competitive market salary will be offered to the successful candidate. ABOUT THE COMPANY Trace One group, has strengthened its global position in the PLM market for consumer-packaged goods (CPG) by reaching more geographies and integrating further solutions and assets to better serve our customers worldwide. The group Trace One offers the global leading end-to-end PLM and compliance solutions that transform the CPG industry. With more than 30 years of experience in new product development, packaging and formulation management, we supply a single, collaborative platform for process manufacturers and retailers—from raw ingredient suppliers and boutique brands to global CPG giants and blue-chip retailers. We help businesses connect, comply, and create remarkable products that empower consumers and shape the world. Our extending global community of 6,000 brand owners span more than 170 countries and produces over $500Bn in revenue each year. The group TraceOne is an equal opportunities employer. The group Trace One honors its commitments under articles 1 and 18 of Law No. 68/1999 and gives special consideration to candidates in protected categories. Candidates’ personal data are processed by Trace One group for recruitment purposes. Full privacy policy statements can be found on Trace One Retail Collaborative Software PLM, Marketplace Private label. www.traceone.com. J-18808-Ljbffr