Descrizione dell'offerta
Customer Support Specialist: Defining and implementing customer support workflows for a digital accessibility platform with an accent on managing technical and functional requests and collaborating with product teams. Focus on diagnosing issues, creating documentation, and influencing the development roadmap.
Location:
Hybrid in Turin, Italy Company
AccessiWay is a European leading company in digital accessibility, focused on making the digital world accessible to everyone. What you will do
Define and implement customer support workflows and configure ticketing tools. Create support documentation such as Help Center, FAQs, and video tutorials. Manage technical and functional support requests from clients, ensuring fast and empathetic responses. Collaborate with Product Managers and Developers to analyze tickets, identify recurring issues, and influence the development roadmap. Assist new clients with onboarding and guide them through the initial stages of platform usage. Requirements
At least 3 years of experience in Customer Support or Customer Success roles, preferably in B2B companies. Experience structuring support processes or a strong aptitude for creating order from chaos. Comfortable communicating with a technical audience (Developers, Product Managers). Ability to understand how SaaS software works and diagnose whether an issue is user error or a system bug. Ability to write clearly and concisely, translating technical terms into simple language and vice versa. Skills to manage customer frustration and transform critical moments into positive experiences. Nice to have
Specific experience supporting Software-as-a-Service (SaaS) products. Familiarity with agile methodologies (Scrum/Kanban). Basic knowledge of (or a strong interest in) Digital Accessibility (WCAG). Culture & Benefits
Your work will have a tangible impact, improving the digital experience for many users. Collaborate with a creative and determined team of designers, developers, and product managers. Autonomy and trust to explore new strategies, experiment with innovative approaches, and propose process improvements. Open, welcoming, and diverse team, with a dog-friendly office. Hybrid work mode offering a perfect balance between work and personal life with maximum flexibility. Competitive and personalized salary based on your talent and experience.
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Hybrid in Turin, Italy Company
AccessiWay is a European leading company in digital accessibility, focused on making the digital world accessible to everyone. What you will do
Define and implement customer support workflows and configure ticketing tools. Create support documentation such as Help Center, FAQs, and video tutorials. Manage technical and functional support requests from clients, ensuring fast and empathetic responses. Collaborate with Product Managers and Developers to analyze tickets, identify recurring issues, and influence the development roadmap. Assist new clients with onboarding and guide them through the initial stages of platform usage. Requirements
At least 3 years of experience in Customer Support or Customer Success roles, preferably in B2B companies. Experience structuring support processes or a strong aptitude for creating order from chaos. Comfortable communicating with a technical audience (Developers, Product Managers). Ability to understand how SaaS software works and diagnose whether an issue is user error or a system bug. Ability to write clearly and concisely, translating technical terms into simple language and vice versa. Skills to manage customer frustration and transform critical moments into positive experiences. Nice to have
Specific experience supporting Software-as-a-Service (SaaS) products. Familiarity with agile methodologies (Scrum/Kanban). Basic knowledge of (or a strong interest in) Digital Accessibility (WCAG). Culture & Benefits
Your work will have a tangible impact, improving the digital experience for many users. Collaborate with a creative and determined team of designers, developers, and product managers. Autonomy and trust to explore new strategies, experiment with innovative approaches, and propose process improvements. Open, welcoming, and diverse team, with a dog-friendly office. Hybrid work mode offering a perfect balance between work and personal life with maximum flexibility. Competitive and personalized salary based on your talent and experience.
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Informazioni aggiuntive
Opportunità: Customer Support Specialist a Roma, Lazio
Sei alla ricerca di una posizione come Customer Support Specialist presso Air Apps a Roma? Di seguito trovi tutti i dettagli di questa offerta di lavoro.
Retribuzione indicativa: 30€ – 50€ EUR
Competenze valorizzate
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Lavorare a Roma
Roma offre opportunità lavorative sia nel settore pubblico che privato, con una forte presenza di aziende internazionali e istituzioni.
Settore: Servizio clienti
Competenze rilevate
Candidatura e Ritorno (in fondo)
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