Customer Support Agent – Italian Speaker

About the role

The Customer Support Agent will serve Italian‑speaking customers, handling hardware and software issues and ensuring a high level of service quality. This position works from the Belgrade office and collaborates closely with internal teams and third‑party vendors.

Key responsibilities

• Resolve recurring or standard customer problems directly and through vendor technicians.
• Provide daily and weekly incident tracking reports and review incident history for recurring faults.
• Support installation, configuration, and updates of hardware and software, and perform on‑site fixes.
• Allocate engineer appointments, update work orders, and communicate status to meet SLA requirements.
• Respond to escalated calls and participate in product and customer training sessions.
• Apply troubleshooting checklists and use desktop diagnostic tools to implement remote fixes.

Required profile

• Fluent in Italian and English.
• High school diploma with basic PC literacy and keyboard proficiency.
• Strong problem‑solving, analytical, and communication skills.
• Ability to build relationships and work effectively in a team environment.

Required skills

• Proficiency with Windows operating systems.
• Hardware troubleshooting.
• Software troubleshooting.
• Use of desktop diagnostic tools.