The Role
The role involves handling inbound technical support requests, managing customer technical issues, and ensuring data integrity. The representative will also create knowledge base articles to enhance customer self-service and support. Fluency in Italian and English is required, along with problem-solving and communication skills.
Summary Generated by Built In
Are you passionate about solving problems, supporting customers, and working with innovative technology? - Join our Partner's team as a Technical Support Representative!
Responsibilities will include:
Customer Technical Support
- Handle inbound technical support requests via phone, email, and web.
- Validate customer entitlements and approve exceptions when appropriate.
- Diagnose and resolve activation, installation, implementation, and maintenance-related issues
- Escalate complex cases while maintaining ownership of the customer interaction.
- Dispatch out-of-scope issues to the appropriate support teams.
Case & Data Management
- Create, route, and manage customer technical issues.
- Maintain accurate customer records and ensure strong data integrity across internal systems.
Knowledge Sharing & Self-Service Enablement
- Learn and apply the Knowledge-Centered Service (KCS) methodology.
- Create and update knowledge base articles to support customer self-service.
- Document resolution paths and contribute to continuous improvement of support processes.
Requirements
Requirements:
- Technician-level education in engineering or a science-related field (IT, electronic engineering, automotive, manufacturing support, etc.); or
- Currently pursuing a bachelor’s degree in an engineering or science field; or 1+ year of experience in a technical support role.
- Intermediate to advanced English and advanced Italian language skills, both written and spoken.
- Strong communication skills across diverse audiences and formats.
- Ability to take quick action on new challenges and persist through obstacles.
- Effective problem-solving skills and the ability to analyze issues using multiple information sources.
- Quick learning and strong information-assimilation skills.
- Team-oriented mindset with strong collaboration habits.
- Customer-focused approach in decision-making and prioritization.
Advantageous skills:
- Understanding of electronic circuit design concepts and basic instrumentation.
- Basic knowledge of programming languages.
Benefits
What we offer:
- Competitve salary and benefit package
- 1 home office day/week
- Modern office environment available both in Budapest or Debrecen
- Opportunity to grow your technical expertise in a supportive, knowledge-sharing environment.
- A role that builds both technical and customer-facing career paths.
Skills Required
- Technician-level education in engineering or science-related field or pursuing a bachelor's degree or 1+ year of experience
- Intermediate to advanced English and advanced Italian language skills
- Strong communication skills
- Effective problem-solving skills
- Quick learning and information-assimilation skills
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The Company
What We Do
IDBC Group is a digital recruitment company and an IT & HR services firm, acting as one of Hungary's leading external IT resource providers, specializing in executive search, IT contracting, RPO, and workforce leasing services.
