Location
Location
Italy
Region
Lombardy
City
Sesto San Giovanni
Career Area
Customer Service
Experience Level
Experienced Professionals
Job ID
WD-0046362
Description and requirements
As a Customer Advocate for Hilti ONTrack, you’ll be the first point of contact for our users—delivering efficient, high‑quality support and helping customers get the most value from the product. You’ll handle routine cases, contribute to scalable knowledge content, and collaborate closely with Senior Advocates, Product, and Engineering to turn customer insights into meaningful improvements within our global support organization.
As a Customer Advocate within our global support squad, you’ll play a key role in frontline assistance, knowledge creation, and continuous improvement to strengthen the ONTrack support ecosystem.
- Customer Support: handle customer requests through Zendesk, troubleshoot software and IoT issues, maintain clear communication across the ticket lifecycle, follow global processes and SLAs, and escalate complex cases when needed.
- Incident Handling:
support critical incidents under Senior Advocate guidance, ensuring structured resolution and service quality.
- Knowledge Management: create and update knowledge base articles, transform recurring issues into FAQs and guides, and contribute to scalable self‑service and AI‑driven support.
- Content Creation: maintain accurate documentation using standard templates and collaborate with team members to ensure clarity and consistency.
- Customer Advocacy: capture recurring issues, feed insights into structured feedback loops, and highlight gaps in documentation or support coverage.
- Cross‑functional Collaboration: work closely with Senior Advocates, Product, Engineering, and QA to resolve issues, share knowledge, and improve processes.
- Global Support Model: operate within a squad‑based structure aligned with language and time‑zone coverage, contributing to smooth global operations.
- Continuous Learning: pa
📌 Customer Advocate-1 (Italia)
🏢 Hilti
📍 Italia