Technical Support Specialist (Bilingual - English/Italian)

Yext; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to join their dynamic team. In this role, you will be the passionate face of the brand, providing top-notch technical support to Enterprise clients. Your responsibilities will include troubleshooting complex issues, developing ticket management strategies, and collaborating with various teams to enhance customer satisfaction. This is an exciting opportunity to work in a fast-paced environment where your problem-solving skills and technical expertise will shine. If you are enthusiastic about customer engagement and technology, this role is perfect for you.

Qualifications

• 1+ years of experience in customer support or contact center environment.
• Fluent in English and Italian, with strong problem-solving skills.

Responsibilities

• Provide technical support to Enterprise clients via email, phone, and chat.
• Troubleshoot product issues and ensure alignment with SLAs.

Skills

Customer Support

Problem-Solving

Data Analysis

Interpersonal Skills

Communication Skills

Time Management

Education

BA/BS degree or similar

Tools

Excel

SQL

ZenDesk

Job description

Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by industry leaders such as Built In, Fortune, and Great Place To Work!

At Yext, the Technical Support Team is a group of technically savvy, social people who enjoy helping customers and solving complex problems! Core responsibilities include assisting our clients on the Yext platform, troubleshooting advanced technical issues in real-time and providing best practices.

As a Technical Support Specialist, you will:

1. Be the passionate face and voice of our brand, enriching customer relationships with Yext.
2. Provide post-implementation technical and consultative support, that is prompt, friendly, and accurate, to our Enterprise clients via email, phone, and chat.
3. Develop ticket management strategies and ensure alignment to the SLA.
4. Provide platform configuration and data management services to our clients and partners.
5. Troubleshoot reported product and publisher issues to diagnose and deliver accurate, valid, and complete information to our customers, raising bugs to internal Yext teams.
6. Identify and surface trending customer/product issues, drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions.
7. Help improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
8. Specialise in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviours.
9. Work multi-functionally with Client Success Managers, Services, and technical teams at Yext to deliver exceptional service, and ensure we are exceeding client expectations - every time!
10. Ideate, build, and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
11. Serve as a mentor/coach to more junior members of the Technical Support team, including interns.
12. Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT).
13. Be a client-facing representative of Yext and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented approach.

What You Have:

1. BA/BS degree or similar college-level Education or relative Work Experience.
2. 1+ years of professional work experience, ideally in a customer support/contact centre environment.
3. Ability to speak and write in English and Italian fluently and idiomatically.
4. Strong proficiency in Excel, SQL is a plus.
5. Knowledge of ZenDesk.
6. Strong problem-solving orientation.
7. Proficient in data analysis and manipulation.
8. Diligent, organised, process-driven.
9. The ability to think creatively about, analyse, and understand complicated and abstract ideas, working with a solutions-oriented mentality to solve issues.
10. A knack for synthesising technical concepts into digestible bits of information and effectively conveying this information to others.
11. Outstanding and effective interpersonal skills; along with a solid ability to communicate complex issues internally, across departments, and to our Enterprise clients.
12. Customer-facing experience preferred (retail, hospitality, online support, etc.).
13. Evidence of leadership, outstanding track record, and/or peer recognition that separates you from others.
14. Ability to work quickly, independently, and accurately in a high-volume environment, with excellent time management skills.
15. Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills.
16. Strong computer skills, and the ability to adapt quickly and learn new programs, products and procedures.
17. Ability to work 40 hours/week and overtime as needed.

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Yext is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext's policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.