About Foundever ™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
English & Italian Technical Support Level One Agent
Role Description
We are currently recruiting for a Technical Support Level one agent to join our team. The successful candidate must be fluent in English plus Italian
The main purpose of this role is to work closely with the client to provide professional and efficient support for various projects in line with contractual agreements.
We operate between Monday – Friday, 7:30am and 5:30pm, and that gives you the opportunity to be flexible with your shifts; however these times are always subject to change depending on business requirements, so this should be taken into consideration. We offer a good benefit package as below:
- 37.5 hours contract - flexible shifts
- Learning and Development courses
- Career opportunities within the account
- Monthly incentive prizes
Responsibilities include:
- To respond to all client activities within given timescales, efficiently, effectively and accurately.
- To develop and maintain a full knowledge of client processes and services.
- To be able to recognize when a problem or query should be transferred to another department or a more senior member of staff.
- Responsible for maintaining and updating all administration.
- Participate in client led conference calls
Role Requirements
In order to be considered for this position, candidates must be able to demonstrate the following skills and experiences:
- Fluency in Italian and English.
- Dealing with Customer Service, training and technical queries via Email, Phone and webform to the customer’s satisfaction.
- Ensuring that cases and calls are logged in accordance with Foundever and MathWorks Quality guidelines.
- To complete required training and pass all verification tests.
- To reach and maintain a level of technical competence and customer service skills agreed with the Team Lead.
- To meet and exceed set targets.
EXPERIENCE, KNOWLEDGE AND SKILLS REQUIRED
Full details of both pre and post training minimum skills are held within the department. Pre-recruitment experience, knowledge and skills required are:
- Be fluent in spoken and written Italian and are comfortable understanding a variety of regional accents.
- Be fluent in spoken and written English and are comfortable understanding a variety of regional accents.
- Have some knowledge of networking concepts and technologies
- Have some experience of using Windows as well as Linux or Mac
- Feel motivated by the prospect of assisting both end users and business users via phone/email/ web, resolving a mix of simple and complex queries.
- Be comfortable working in a busy call centre environment.
- Be able to commit to full time work, 37.5 hours a week.
- Be able to commit to long term, permanent employment.
- Be comfortable working in a diverse team under management guidance and supervision.
- Be able to communicate clearly and effectively.
- Be able to prioritise workload effectively.
- Be comfortable meeting and exceeding our internal quality and customer service targets.
- Be comfortable representing the company by portraying a polite, positive and professional image at all times.
The start date for this role is estimated to be towards the end of 2024