Non-Voice User Support Specialist with Italian

JOB DESCRIPTION

Our social media project is the leading destination for short-form mobile videos. Our mission is to inspire creativity and bring joy.

The User Support Associate will play a direct role in helping to establish amazing daily experience through responding to user appeals in-app and through email and webform. You will be responsible for responding in a calm, collected, and on-brand manner with a focus on first-touch issue resolution.

The Associate will become adept at using various proprietary tools to resolve users' issues and closely execute multiple standard operating procedures (SOPs) to appropriately label cases for insights monitoring in addition to responding to users. Success will be determined by productivity, quality, and resolution-based metrics. 

We're looking for individuals with a passion for a streamlined user experience who thrive in a fast-paced, self-led environment and love to investigate. A high level of familiarity with social medias is a plus. 

KEY JOB RESPONSIBILITIES

Respond efficiently, accurately and with compassion to users who reach out to you in order to appeal suspension on their accounts or devices.
Learn and utilize various tools and SOPs appropriately. Stay up to date with policy and process changes.
Follow up for more information to resolve the users' issue and explain possible solutions to ensure our users feel supported and valued.

KEY JOB REQUIREMENTS

Fluency in Italian
Good command of English
Customer support experience will be considered as an advantage.
Have dedicated work at home area
Excellent communication skills
Logical problem-solving skills and ability to multi-task
Ability to use Windows operating systems and navigate between various windows
Continuously demonstrate a high sense of urgency
Possess a high level of Professionalism
Ability to understand and empathize issues

WHY JOIN ALORICA?

We Offer So Much More Than a Paycheck

• Competitive salary? Check.
• Additional health insurance (incl. dental care)? Check.
• Co-financed Sports card – Multisport? Check.
• Food vouchers (value of 60 BGN)? Check.
• Reimbursement Allowance (value of 60BGN)? Check.

But that’s just the start–here are a few more reasons to consider Alorica.

• Career development opportunities
• Extensive training programs
• Access top notch technologies and best practices
• Excellent working environment
• Company events