Associate Product Support Engineer (Italian speaker)

TN United Kingdom; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in London seeks an Associate Product Support Engineer fluent in English and Italian. This role involves assisting customers with technical challenges via phone, chat, and tickets. You'll enhance customer satisfaction while developing your career. Ideal candidates will have an undergraduate degree and strong communication skills, alongside a moderate technical aptitude. Join a diverse team committed to innovation and customer experience.

Qualifications

• Undergraduate degree or equivalent experience in a related field.
• Moderate technical aptitude and proficiency in relevant tools.

Responsibilities

• Provide technical and functional expertise to customers through various channels.
• Troubleshoot customer issues and manage inquiries effectively.
• Link, author, and edit content in the knowledge base.

Skills

Fluency in English

Fluency in Italian

Strong communication skills

Technical aptitude

Education

Undergraduate degree

Tools

Google Drive

Microsoft Office Suite

OneCloud

Job description

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Associate Product Support Engineer (Italian speaker), London

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Client:

Workiva Netherlands BV

Location:

London, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

b96b19fdd539

Job Views:

4

Posted:

14.05.2025

Expiry Date:

28.06.2025

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Job Description:

The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, the APSE will assist customers in navigating technical and functional challenges. They not only troubleshoot and research solutions but also guide users step by step, ensuring customers maximize our platforms. This role is an opportunity to contribute to customer experience and satisfaction while advancing your career at Workiva.

What You’ll Do

Provide technical and functional expertise to customers through phone, chat, and ticket management

Manage customer inquiries within expected time frames, escalating only when necessary

Maintain professionalism and establish positive rapport with customers

Troubleshoot customer issues using application knowledge, experience, and self-guided research

Resolve complex customer issues independently or with minimal assistance

Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources

Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability

What You’ll Need

Minimum Qualifications

Undergraduate degree or equivalent combination of education and experience in a related field

Fluency in English and Italian

Preferred Qualifications

Ability to multitask and manage changing priorities

Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud

Strong communication skills across various channels (email, phones, ticketing system)

Self-motivated and results-oriented, able to coach others to demonstrate similar characteristics

Anticipate obstacles, establish timelines, and define service level agreements

Enjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solving

Represent the team in cross-functional meetings or projects, contributing to a positive team culture

Basic or intermediate experience in database support or network security support preferred

Travel Requirements and Working Conditions

10% travel

Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

Workiva is an Equal Opportunity Employer.We believe that great minds think differently.We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

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