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Technical Support Specialist

Location: 

BOLOGNA, IT

The candidate will be allocated in Service Delivery Management area and will be responsible for managing and solving the requests coming from Italian and worldwide clients focused on Crif services related to finance as well no finance field. He/she will interact with several CRIF’s tools and applications, internally developed by IT CRIF department, and will mainly support clients’ IT department to learn them how to correctly use the applications in an effective way.
The position includes:
•    Coordinating and executing second level client support, according to defined Service Level Agreements;
•    Providing functional/technical support, assisting customers and clients with a variety of setups, diagnosing and solving problems and providing consultations;
•    Proactively interact with client to provide accurate, timely, and creative technical second level support to client’s complex applications or systems problems to ensure end-user productivity;
•    Ensure positive client experience through high quality service and communication thereby attaining client retention;
•    Resolve complex client issues through incident recognition, research, resolution, escalation and follow up;
•    Constant update on the status of user incidents;
•    Guarantee Client Support Center’s positive performance by interacting with team members, vendors and clients.
Responsibilities/Accountabilities
•    Coordinates configuration and general troubleshooting of applications.
•    Provides and may coordinate remote support and troubleshooting.
•    Identifies, recommends and implements changes to enhance the service effectiveness.
•    Is responsible for granting the application of company security policies and guidelines


Must have
•    Technical background both academic and professional
•    2-3 years’ experience in an equivalent position
•    Italian mother language and at least intermediate (B2) English level according to Common European Framework of Reference for Languages
•    Project management skills
Nice to have
•    Negotiation skills

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