Technical Support Referent with Italian

As a Technical Support Referent with Italian at Expleo, you will process vehicle technical assistance requests, maintain compliance with procedures, and contribute to cost control related to warranties. Your role will involve analyzing requests using our extensive knowledge base to find solutions and transferring more complex cases to Level 2 support. You'll also help us continuously improve by suggesting enhancements to our processes.

To become a Technical Support Referent with Italian at Expleo, you should hold a technical university degree, ideally in automotive, mechanical, or electrical/electronics fields. Additionally, proficiency in English and fluency in Italian are required, enabling effective communication with our diverse clientele.

At Expleo, as a Technical Support Referent, you will enjoy a range of benefits, including meal vouchers, holiday bonuses, a private medical insurance plan, and performance bonuses, among others. We also offer options for remote work depending on your project and discounts on various services, making your work-life balance more rewarding.

Expleo encourages its Technical Support Referents to actively engage in continuous improvement initiatives. You'll have the opportunity to propose improvement actions to your management, helping to refine our processes and enhance the quality of service we deliver to our clients.

While previous experience in the automotive sector is preferred, it is not strictly required to apply for the Technical Support Referent position at Expleo. However, a strong passion for the automotive industry is essential, as you will be dealing with technical assistance requests related to vehicles.

When answering this question, focus on any previous roles related to technical support or automotive fields. Highlight specific tasks you've handled, such as troubleshooting issues, communicating with customers, or working with technical documentation. Be sure to connect your experiences to the responsibilities discussed for the Technical Support Referent role at Expleo.

It’s important to demonstrate your organizational skills. Explain how you assess the urgency and complexity of requests, perhaps mentioning any tools or techniques you use to manage your workload effectively. Tailoring your response to how it helps you succeed in a Technical Support role will be valuable.

Be prepared to share a specific example that showcases your problem-solving abilities. Describe the context, the steps you took to analyze the issue, what solutions you considered, and how you ultimately arrived at a resolution. Make sure to connect this example to the skills needed for the Technical Support Referent position.

Highlight your conflict resolution strategies, emphasizing the importance of empathy, active listening, and communication. Share any techniques you employ to de-escalate potentially tense situations while remaining focused on delivering a solution, which is critical for success in a Technical Support Referent role.

Mention any specific tools or software you have experience with, especially if they're relevant to technical support or automotive industries. Discuss how you've used these tools to streamline processes, keep track of requests, or improve communication—demonstrating your preparedness for the Technical Support Referent position at Expleo.

Outline your understanding of warranty implications and how timely, effective support can directly lower costs. Discuss any past experiences or ideas you have for identifying patterns in assistance requests that could lead to cost-reducing measures, showcasing your analytical capabilities.

Express your enthusiasm for both the role and the company. Talk about Expleo's commitment to innovation, its impact in the automotive sector, and how your skills align with their mission. Authenticity matters here, so focus on what genuinely excites you about the opportunity.

Explain how knowledge bases facilitate fast, efficient solutions by providing easy access to information. Discuss how, as a Technical Support Referent, you would contribute to updating and maintaining the knowledge base to ensure accuracy and usability, which is critical for delivering effective support.

Share any methods you use to keep informed, such as following industry publications, attending webinars, or participating in professional organizations. Discussing your proactive approach to learning demonstrates your passion for the automotive industry and aligns with Expleo's innovative ethos.

Focus on the fundamentals of customer service—active listening, thorough troubleshooting, and clear communication. Discuss your approach to personalizing support based on individual customer needs, aiming for a solution-oriented mindset that portrays your fit for the Technical Support Referent role at Expleo.