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ABOUT THE ROLE

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We are a global SaaS solutions provider serving international clients across the FMCG and retail industry. Our Sales Force Automation (SFA) platform supports distributors and sales teams across EMEA markets, and we are expanding our regional support coverage.

We are looking for a First-Line Application Support Specialist to be the friendly, reliable first point of contact for our end users — primarily distributors and field sales staff using our SFA application on desktop and mobile.

This is a tempo parziale, long-term contractor role ideal for someone who values stability, enjoys helping people, and wants a flexible remote position with a growing international company. You will be part of a global support team with clear escalation paths, structured knowledge bases, and a supportive working environment.

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WHAT YOU'LL DO

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- Serve as the first point of contact for end users via ticketing system, call, email, and chat
- Help users with day-to-day application questions: password resets, account access, basic navigation, data entry guidance
- Log, categorize, and prioritize incoming support requests in our ticketing system
- Resolve straightforward issues independently using documentation and knowledge base articles
- Escalate complex technical issues (bugs, system errors) to the Level 2/3 technical team with clear problem descriptions
- Assist new users during onboarding and answer "how do I..." questions patiently
- Contribute to monthly support reports (ticket volume, common issues, user feedback)
- Help improve our knowledge base and FAQ documentation based on recurring questions

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WHAT WE'RE LOOKING FOR

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Must-Have Requirements:





- Native-level Italian — you'll be supporting Italian-speaking users daily
- Fluent English (written and spoken) — for internal communication and documentation
- 1–2 years of experience in a customer-facing support role (helpdesk, customer service, technical support, or similar — you don't need to be a developer, but you should be comfortable with software applications)
- Genuine patience and empathy — our users range from tech-savvy to complete beginners; some questions will be simple, and answering them well every time matters
- Availability during standard business hours (Monday–Friday, approximately 9:00–18:00 CET) — you'll be the on-call first responder during this window
- Reliable and stable — this is a long-term role (3+ years); we invest in training you and want someone who is committed
- Quick learner — you'll pick up our SFA application's features, common issues, and resolution steps during onboarding, and continue learning as the platform evolves

Nice to Have (Not Required):
- Prior experience with CRM or SFA applications (e.g., Salesforce, or any field sales / route-to-market tool)
- Additional European languages (Spanish, German, Portuguese)
- Experience with ticketing tools (Zendesk, ServiceNow, Jira, or similar)
- Basic understanding of mobile app troubleshooting (Android/iOS)
- Experience supporting non-technical end users (field sales, retail, logistics)

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HOW THIS ROLE WORKS

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We believe in transparency,



so here's the practical structure of this engagement:

- Availability & Compensation: You maintain availability during the agreed business-hours window. Actual support activity is tracked and compensated on a man-day basis — meaning you're paid for days with real support activity, not for idle waiting time. Annual volume is estimated at 80–120 man-days, with seasonal variation (quieter in summer, busier during new market launches or version rollouts).
- Ticket-driven workflow: Work comes in as tickets. On a typical day, you might handle 3–8 straightforward requests. Some days will be lighter, some heavier — the annual pool balances out.
- Escalation support: You're never alone on complex issues. Anything beyond L1 scope goes to our L2/L3 technical team — your job is to triage well, not to fix everything.
- Training & onboarding: Full training on our SFA platform, ticketing system, and support processes is provided before you start handling live tickets. Ongoing knowledge sessions as the platform evolves.

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WHY YOU'LL LIKE THIS ROLE

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- Long-term stability — 3-year contract with extension option; no job-hopping anxiety
- Fully remote — work from home anywhere in Italy (or Europe with CET alignment)
- Flexible within business hours — as long as tickets are handled within SLA, you manage your own rhythm
- Supportive team — structured escalation, knowledge base, and a global team behind you
- Growing scope — as we expand to new EMEA markets, your role and knowledge grow with it
- Low-stress profile — the issues you'll handle are first-line questions, not production outages

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HOW TO APPLY

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Please submit your CV (English) and a brief note about your availability.

📌 First-Line Application Support Specialist (Italia)
🏢 eBest Mobile
📍 Italia