General Description: Support role in the Global Consumer Service & Support team, EMEA & LAM
Main Duties & responsibilities:
Work with the Global Consumer Support team in EMEA & LAM to provide support to a team of approximately 15 regional receptionists and other internal departments such as PR, Sales & Marketing on a daily basis. You should be available to answer customers' (internal & external) questions, both technical and non-technical, on our clients products, policies & procedures. You will be expected to conduct research on issues and communicate this information to the relevant client groups. Your priority will be to handle technical escalations and complaints in a professional and diplomatic manner.

Act as a second line of support in terms of answering queries for internal Consumer Support teams, as well as outsourced support partners.

Monitor customer interactions between outsourced support partners and customers and provide feedback and analysis to Support Quality Analysts. Work with analysts to improve the overall quality of support provided by the outsourced partners.

Any Other Details:
Success Factors: Accountability, Action Oriented, Approachability, Dealing with Ambiguity, Customer Focus, Interpersonal Savvy, Listening skills, Patience, Priority Setting, Problem Solving, Quality Management, Time Management.

Professional Skills & Experience:
Must have spent at least 1 year in a similar support role dealing directly with customers.

Will be trained to have good working knowledge of all client products, systems, applications, policies & procedures. Must have strong technical ability.
Must have previous experience delivering quality assurance to members of a support team. Experience driving increased levels of Customer Satisfaction an advantage.

Must be an excellent communicator and enjoy dealing with colleagues and customers - both internal and external.
Must have an acute awareness of international customer needs and be willing to learn about our clients needs as a business.
Must be able to respect the diverse range of cultures both within the outsourcer handling service & support and within all the offices you will be expected to deal with.
Language skills are essential. Must be fluent in English and Italian.
Preferably familiar with security products. Experience with Home office networks including wireless is beneficial.
Education/Degree/Equivalent:
1-3 years experience in a support department; working in technical support handling end user issues.
Qualification or training in Quality Assurance.
Expertise in Current Operating Systems such as Microsoft Vista, XP, Windows 2000, etc �and Computer Security Concepts.