Italian Customer Support Representative

Intersoft Team SRL; Lisboa; Presencial; EUR 25 000 - 32 000; Tempo integral

Resumo da oferta

Intersoft Team SRL in Lisbon, Portugal seeks an Italian Customer Support Representative to join a full-time, on-site role. The successful candidate will handle email and chat support, identify service improvements, and work closely with Product Operations and Engineering to resolve issues.

Fluency in Italian (C2) and English (B2) is required, with prior paid campaign management experience and a background in Digital Marketing.

Qualificações

• Italian language fluency at C2 level and English at least B2.
• Experience in paid campaign management is mandatory.
• Degree in Marketing or a related field.
• Background in Digital Marketing.
• Experience in a Contact Centre or service environment within the Ad Tech industry.
• Strong familiarity with social media platforms and a basic understanding of digital advertising.
• Ability to work effectively both independently and as part of a team.
• Ability to work shifts (24/7 shift rotation).

Responsabilidades

• Take an active role from day one in identifying opportunities to enhance service quality and elevate the overall user experience.
• Manage and resolve end-to-end product troubleshooting and customer support cases across email and chat channels.
• Own each query and collaborate closely with internal Product Operations and Engineering teams to resolve generic, technical, and product-related issues.
• Maintain strong Customer Satisfaction levels by ensuring high-quality case handling and delivering timely updates throughout the resolution journey.
• Meet service level commitments across channels while driving Best in Class productivity and improving resolution times.
• Partner with internal technical experts to educate advertisers on product features, best practices, and common issue types.

Conhecimentos

Italian language

English language

Paid campaigns

Digital marketing

Ad Tech experience

Social media

Teamwork

Shift work

Formação académica

Marketing degree

Descrição da oferta de emprego

Position: Italian Customer Support Representative
Location: Lisbon, Portugal
Work model: on-site
Employment type: Full-time

Duties and Responsibilities

• Take an active role from day one in identifying opportunities to enhance service quality and elevate the overall user experience
  
• Manage and resolve end-to-end product troubleshooting and customer support cases across email and chat channels
  
• Own each query and collaborate closely with internal Product Operations and Engineering teams to resolve generic, technical, and product-related issues
  
• Maintain strong Customer Satisfaction levels by ensuring high-quality case handling and delivering timely updates throughout the resolution journey
  
• Meet service level commitments across channels while driving Best in Class productivity and improving resolution times.
  
• Partner with internal technical experts to educate advertisers on product features, best practices, and common issue types.
  

Requirements

• Native/fluent in Italian both verbal and written (C2 level). Fluent in English (minimum B2 level)
  
• Experience in paid campaign management is mandatory
  
• Degree in Marketing or a related field
• Background in Digital Marketing
• Experience in a Contact Centre or service environment within the Ad Tech industry
• Strong familiarity with social media platforms and a basic understanding of digital advertising
• Ability to work effectively both independently and as part of a team
• Ability to work shifts (24/7 shift rotation).
• Modern office in a city center with open spaces, easy to access with public transportation
• Comprehensive initial training and and guidance to make sure you're well prepared and comfortable at a new workplace
• Support from colleagues with coaching and mentoring opportunities