Support Technician

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Hardis Group Italia is part of Hardis Group, a consultancy and software publisher.

The group’s mission is to support the transformation of the value chain, information systems and supply chain of its customers.

Our team accompanies the strategic, organizational and technological transformations of companies to develop their competitiveness. Founded in 1984, Hardis Group cultivates initiative, creativity and talent among its 1,500 collaborators to support growth for its 2,500 customers. In this context of growth Hardis Group Italia is looking for a support agent.

As a point of contact for users, the role of support agent is to take over, based on existing procedures, the resolution of anomalies or service requests from internal customers and/or external.

You may be called upon to intervene in:

Position Responsibilities

• Take note of the requests coming from the various channels (email, telephone, supervision tools, web portal) and record, after verifying their completeness, the information collected in order to issue a correctly qualified ticket (description, impact, urgency, etc.).
• Carry out a diagnosis, starting from the available documentary bases, using internal or external expertise if necessary or conducting an additional investigation with the customer.
• Process tickets in accordance with contractual commitments; directly provide the solution determined from the documentation and implement corrective actions on internal or customer installations. It may also be required to forward the request to people who can solve the problem or bring a solution, depending on the criticality or lack of procedures or permissions.
• Inform the customer about the status of their requests and the actions taken to process them.
• Track and document your interventions (technical procedures/documents) to enrich diagnostic tools and build knowledge.

Profile required

• 3 to 5 year higher education diploma in supply chain or management or technical training diploma in a technical branch.
• Ability to manage resolution of anomalies or complex problems, defining an analysis approach.
• Troubleshoot and ensure consistency of any elements of application operation and report in-depth and relevant analyses to internal or external experts.
• Participate in updating documentation or drafting procedures.
• Have technical and functional expertise of the core application.
• Provide operational support to Support Technicians (as technical and/or functional contact person).
• Be proactive and provide elements of reflection for the optimization of procedures and operating methods.
• Speaking fluent Italian, English and French will be considered a plus.
• Previous experience as a support agent will be considered a plus.

Join a dynamic team, with the right mix of experience and desire to grow!