You assist our customers in using our software packages for the construction of windows, doors, and facades.
You analyze the requests submitted by phone or email and develop solutions tailored to customer needs.
You are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.

Département

Support

Type d'emploi

Permanent

Emplacement

Italy, Remote

Type de lieu de travail

Télétravail

Responsibilities

Customer support

- You serve as first point of contact for all issues related to our windows & doors software packages
- You respond to customer queries via email, Zendesk or phone in a professional and timely manner
- After identifying the issue, you guide the user to resolve the issue

Issue diagnosis and troubleshooting

- You analyze reported issues and determine the appropriate course of action to resolve them
- You escalate unresolved problems to the 2nd Line Support team for further investigation

Ticket management and documentation

- You update the ticketing system with each call, progress, notes and actions
- You monitor and track the progress of open tickets

User assistance and guidance

- You assist customers with tasks such as installation or license update




- You provide help and advice on the usage of our software packages

Skills, Knowledge & Expertise

- Significant professional experience in calculation and/or design and/or production in the fenestration industry
- Good analytical skills to identify, diagnose and resolve issues
- Good communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers
- Being able to work independently
- At ease with technical softwares
- Written english is a must-have

À propos de Forterro

Fondée en 2012, la société Forterro s'est développée pour devenir un leader dans le domaine des solutions logicielles pour le marché industriel- avec des implantations dans les principales économies manufacturières en Europe, ainsi que des centres régionaux de services clients et des centres de R&D; dans le monde entier. Depuis plus de 40 bureaux, nos plus de 2500 employés fournissent des logiciels à plus de 13 000 entreprises industrielles et en assurent le support. Nos produits sont profondément ancrés dans les exigences de leur zone géographique locale. Chacun d'entre eux est conçu pour renforcer et augmenter la capacité de nos clients à opérer efficacement et à être compétitifs.

📌 1st Line Customer Support Engineer (m/f/d) (Italia)
🏢 Forterro
📍 Italia