Bilingual Italian/English Technical Support Agent

 PURPOSE OF JOB:

The purpose of the job is to ensure excellent customer service support to the customers of SYKES’ client. The Advisor is the visit card of SYKES’ client and her/his job is to keep the customer satisfied with high quality service via expertise in product knowledge and excellent soft skills.

CUSTOMER FOCUS:

• Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)
• Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution
• Obsesses over the customer experience and constantly strives to exceed their expectations
• Able to communicate clearly and effectively, both written and verbal (in required language)
• Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues
• Approaches problems flexibly and can adapt and modify approach without compromising the outcome

Learning aptitude:

• Thrives in a team environment: able to seek and provide expertise, challenge productively and help others succeed
• Energy and excitement to master current role, eager for challenges to grow within it and drive to develop skills in the organization
• Stays curious and inquisitive in the pursuit of professional excellence
• Effective time management strategy including ability to multi-task, prioritize, organize and balance workload 

 Technical knowledge and expertise:

• Professional and/or personal technical troubleshooting experience
• iOS, Smartphone, Tablet, PC or Mac experience is preferred
• Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others
• Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology
• Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time.

Resilience:

• Able to self-manage and work independently in a fast-paced and highly-demanding environment
• Embraces repetition of core job duties, yet eager to take on more responsibility when needed
• Strong sense of professionalism exhibited by remaining positive, calm, and composed under pressure
• Self-awareness to identify, address and manage navigating through challenges associated with the role
• Remains focused and poised despite criticism and setbacks
• Eager to receive feedback, embraces coaching and demonstrates changes as a result

Communication:

• Demonstrated language fluency in Italian (Native or near native, C1/C2 level), and fluency sufficient to comprehend the account training and Procedures for all Advisors in English
• Demonstrated ability to write in English

SECURITY COMPLIANCE:

Employees are required to maintain compliance with SYKES safety, security, and privacy programs.  Responsible for being an active participant in the Sykes safety, security, and privacy programs to protect SYKES' business operations, facilities, and physical and intellectual property and to ensure a safe and secure working environment for all SYKES' employees.

ETHICS COMPLIANCE:

SYKES is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies.  Employees are always encouraged to observe the highest standards of professionalism and are expected to adhere to SYKES policies on ethics and integrity.