pstrongDepartment: /strongSupport Education Services /pppstrongDepartment: /strongSupport Education Services /ppstrongLocation: /strongItaly, Remotebr/pstrongDescriptionbr/strongYou assist our customers in using our software packages for the construction of windows, doors, and facades.brYou analyze the requests submitted by phone or email and develop solutions tailored to customer needs.brYou are responsible for customer satisfaction and ensure that requests are handled efficiently and service commitments are met.brstrongResponsibilitiesbr/strongCustomer supportulliYou serve as first point of contact for all issues related to our windows doors software packages /liliYou respond to customer queries via email, Zendesk or phone in a professional and timely manner /liliAfter identifying the issue,



you guide the user to resolve the issue /li /ulIssue diagnosis and troubleshootingulliYou analyze reported issues and determine the appropriate course of action to resolve them /liliYou escalate unresolved problems to the 2nd Line Support team for further investigation /li /ulTicket management and documentationulliYou update the ticketing system with each call, progress, notes and actions /liliYou monitor and track the progress of open tickets /li /ulUser assistance and guidanceulliYou assist customers with tasks such as installation or license update /liliYou provide help and advice on the usage of our software packagesbr/li /ulstrongSkills, Knowledge Expertisebr/strongulliSignificant professional experience in calculation and/or design and/or production in the fenestration industry /liliGood analytical skills to identify, diagnose and resolve issues /liliGood communication capabilities to ensure a good collaboration with colleagues and an effective dialogue with customers /liliBeing able to work independently /liliAt ease with technical softwares /liliWritten english is a must-have /li /ul /p #J-18808-Ljbffr

📌 Remote 1st Line Support Engineer – Fenestration Software (Italia)
🏢 Forterro
📍 Italia