Italian Speaking IT Support Specialist - Athens (Remote in Greece)

The Italian Speaking IT Support Specialist at The House of Mercier provides exceptional remote support to clients by identifying, diagnosing, and resolving technical issues. This includes managing customer interactions through various communication channels, maintaining documentation of support requests, and collaborating with other technical teams to escalate complex problems as needed. Educating clients on the effective use of our technology is also a critical part of the role, along with creating and updating support documentation.

To qualify for the Italian Speaking IT Support Specialist role at The House of Mercier, candidates must be fluent in both Italian and English, with excellent verbal and written communication skills. A background in IT support or a related customer service role is preferred. Strong troubleshooting skills and familiarity with IT support technologies and ticketing systems are vital. Being able to work independently in a remote environment while maintaining a collaborative spirit is essential.

At The House of Mercier, we understand the importance of support in a remote working environment. Our Italian Speaking IT Support Specialists have access to ongoing training and development opportunities, ensuring they feel equipped to handle any challenges that come their way. Additionally, team collaboration is encouraged to foster a sense of community despite the distance. We also offer comprehensive private health insurance to support our team members' well-being.

The work schedule for the Italian Speaking IT Support Specialist at The House of Mercier is typically flexible, designed to accommodate clients across various time zones. While exact hours may vary, the role is generally expected to operate during standard business hours to provide optimal customer support. Team members are encouraged to discuss their preferred working hours with their managers to find a suitable balance.

The House of Mercier offers a range of enticing benefits for its Italian Speaking IT Support Specialists. Some of these include private health insurance, a performance-based bonus, and a fully paid relocation package that covers flights, transfers, and hotel accommodations. Additionally, the position includes a competitive salary, with the potential for two extra salaries per year, plus more!

When answering this question, it's important to highlight meaningful experiences that demonstrate your skills in troubleshooting and resolving technical issues. Speak about the tools you have used, the types of problems you solved, and share a particularly challenging situation where you successfully assisted a client.

Show your organizational skills by discussing your approach to prioritization. Share any tools or methodologies you use to manage requests efficiently, such as ticketing systems, and explain how you assess the urgency of issues to ensure timely responses.

Discuss your communication skills and any techniques you use to simplify complex IT concepts. Providing examples of how you have successfully educated clients in the past will demonstrate your effectiveness in this area, showcasing your ability to empower users.

Handling difficult customers requires patience and empathy. Explain your approach to de-escalating situations, listening actively to customer concerns, and finding common ground to resolve issues amicably. Sharing a specific example can strengthen your answer.

Detail the IT support technologies you have experience with, such as remote assistance tools, ticketing systems, and any specific software applicable to the job. Highlight any certifications or training you have completed in these areas.

Communicating clearly and effectively in the client's language is crucial. Talk about your language skills, experience with translation tools if relevant, and your commitment to ensuring that clients fully understand the support you provide. Mention any instances where you successfully bridged language barriers.

This question aims to uncover what motivates you. Reflect on specific technologies or trends that excite you and explain why you feel passionate about helping others understand and use them. Enthusiasm can be contagious, and your energy will resonate well in an interview.

Provide a detailed example of your dedication to customer satisfaction. Describe the situation, the actions you took that exceeded expectations, and the positive outcome for both the client and your company.

Discuss any experience you have in developing and maintaining support documentation or knowledge bases. Highlight your understanding of their importance in ensuring consistent support and empowering clients to find solutions independently.

Talk about the resources you utilize to stay informed, such as industry publications, webinars, online courses, and networking with other IT professionals. Showing a commitment to continuous learning reflects positively on your drive as a candidate.