Implementation and Support Specialist (Italy)
SkipsoLabs, Italy

Who we are:

SkipsoLabs is a tech company that helps corporations and government agencies to build their Innovation Ecosystems and manage their Innovation Programs.

Who you are:

You are a customer-oriented candidate who loves to take customer problems or requirements and turn them into the right solutions. You combine analytical skills with a genuine enthusiasm to work in a diverse globally-distributed team environment. You are curious and articulate and can adapt to any situation. You are an active listener and are open to discovering alternatives to your solution. Problem-solving should come naturally, you are confident at troubleshooting and investigating further if you need more information to resolve a problem. Most importantly, you have a great work ethic and are respectful to your co-workers and clients.

Responsibilities:

In this role, the candidate will be supporting SkipsoLabs' high-value customers:

• Work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
• Responsible for maintaining customer relationships that promote retention and loyalty
• Provide technical product support maintaining high satisfaction ratings from clients and internal teams
• Quickly address, identify, and respond to customer issues within business SLA
• Learn, follow and further implement the customer support process. This includes issue escalation, troubleshooting, objection handling, and customer ticket management.
• Work as a liaison between the customers, team leads, and the development team to provide feedback on roadmap features, customer feedback, and new product releases.
• Deal with ambiguous situations, and keep a calm demeanor when interacting with internal and external teams and clients.
• Supporting SkipsoLabs in new platform implementations
• Carrying out functionality and usability testing on live platforms

Requirements

• You have at least 2 years experience working in a similar role (managing business customers)
• Direct experience with hands-on premium support by providing excellent customer care and support at a software or similar high-tech company.
• Result oriented, self-motivated, ability to work in a team and independently
• Ability to manage multiple tasks simultaneously while meeting client requirements/timelines
• Self-starter with desire to learn.
• Values teamwork and clear communication.
• Tenacity in problem solving and conducting research internally and externally to find solutions.
• Perfect English spoken and written

Benefits

• Competitive package
• Work with a highly creative and entrepreneurial team
• Remote working allowed
• Join our company at the right time (scale up)

Job Rewards and Benefits