Nice to have

• ServiceNow

Requirements description

• Strong communication skills and a customer-centric approach
• Fluency in Italian and English (both written and spoken)
• Additional language skills in French or Spanish are a plus
• Previous experience in IT support is advantageous
• Familiarity with troubleshooting and system navigation
• Experience with tools such as ServiceNow (SNOW) is a plus

Offer description

We are looking for a communicative and customer-focused Application Support Agent fluent in Italian and English to join our team. The ideal candidate will bring a proactive attitude and a passion for delivering excellent support experiences. The work is in a hybrid model, 2 days per week working from the office located in Wroclaw. Our shifts are pretty standard, running from 08:00 to 18:00.

Your responsibilities

1. Handling Incidents & Requests: You’ll be the first point of contact, receiving and logging various incidents and requests, mostly through our online portal, but also via direct phone calls.
2. Troubleshooting & Resolution: Using your knowledge of Volvo’s business apps, personal skills, and our knowledge base, you’ll resolve issues and communicate with the team for support.
3. Case Transfer/Escalation: When needed, you’ll escalate cases to specialized support groups and ensure they’re in good hands.
4. Tracking & Follow-Up: Keep an eye on the progress of cases you’ve transferred to other teams and follow up to ensure resolution.
5. Direct User Contact: You’ll have direct interactions with users and customers from France, both over the phone and through our online portal.
6. Problem-Solving: Tackle issues that pop up in Client applications, applying your business know-how.