Position: 70% Tier2 15% Tier1  15% Tier3 Technical and Customer Support For Mentally.ai --Italian Market-Tech education preferred
Company: Mentally
Category: Support
Experience required: 3y
English level: fluent
Published: 2022-12-01T00:00:00+02:00

Startup is looking  for a highly motivated Hybrid  30%Tier1- 70%Tier2 support and customer technical onboard  specialist for italian market. Motivated, self starter, go get it done personality. Tech education prefered.

Startup is looking  for a highly motivated Hybrid  30%Tier1- 70%Tier2 support and customer technical onboard  specialist for italian market. Motivated, self starter, go get it done personality

1- Understanding of Robotic Process automation as a user
2-Understanding of Microsoft Azure environment as a user
3- Strong Tier 2 experience or IT quality assurance experience
4- Medium to strong Tier 1  experience
5-Exeprience with installing software on desktop remote
6-exeprience with debugging software on desktop remote
7- Scripting skills prefered
8-Fluent English is a must
9-Italian Language strong plus
10- Reading and understand and derive action items  from analytics reports

Location: we prefer Europe

Functions :


1-	Installations: Help define the process and carry out, managing leading and executing, customer installations. These include cloud configurations and provisioning of cloud compute instances and other infrastructure. It also include the installation of certain desktop software. 

2-	Preventive support: Predictive and Analyzing daily customer analytics to drive insights and investigate problems, derive and identify best practices, advise customers and tech development teams on new potential improvements. This is required at least 6 out of 7 days a week to ensure service is consistent and not interrupted. 

3-	Reactive support: Receive, analyze and respond to Tickets and reports from customers in a way that is effective, time effective and consequential. Either the problem is resolved or engineering is alerted in a professional and detailed way. Overall consultant remains responsible to follow up and ensure that each ticket is fully resolved within the minimum possible amount of time. SLAs over 7 days are not acceptable and such a situation should be communicated promptly. 

4-	Internal reports and escalations to engineers: investigate bugs reported by customers and resolve them alone.  When bugs  cannot resolve , investigate and streamline insights to make the engineers work simpler and more focused. Correctly and succinctly write tickets for engineers in software such as Trello, jira, asana and an software the company may adopt later. 

5-	QA of specific software fixes: Participate in testing and QA of software that results from fixes to bugs. Also whenever the workload permits it participate to Qa of new software regardless if the feature request originated from a bug..  


6-	Continuing  improvement: Helping designing processes, evaluate software and drive process efficiency to improve customer satisfaction.


7-	Group support: The company has weekly meetings with Teamsystem and Profis users, typically at 4pm or 8:30 Italian time or both. Consultant will come prepared to each meeting ready to support the questions from customers and ready to access additional data as they may become available. Consultant will also have a clear overview of all tickets open and will be able to inform customer of the current status.  


8-	Extreme situations: Consultant understand company is providing a critical service that cannot be down neither in all nor in parts. Consultant understands that in case of critical malfunctioning will need to step in a resolve them even beyond the working hours. 


9-	Customers supportability: CPA firms in Italy work from 9 am to 7pm mo-Fri and usually work partially on Saturday 9qm-2pm Italian time. Occasionally emails could be sent to support on a Saturday. Consultant agrees to a 1 hours SLA to respond to emails from customers and acknowledge their pains. This is typically a very low volume. 




At a minimum check emails and quickly statistics in the week end and give customers quick answers to wait for the end of the week end if customers write turing the week end.

Candidate must show empathy for customers problem, not counting the minutes to run away and must have a truly helpful attitude. Candidate must take pride in helping solving customer's issues.

The job requires monitoring statistics on Saturday and occasionally respond emails over the week end

We are looking to pay this position $1.5-2k per month on a contracting base.

Please respond with a cover letter where you also indicate the level of experience 0-10 where 0 is no experience in these 10 areas:

1- Understanding of Robotic Process automation as a user
2-Understanding of Microsoft Azure environment as a user
3- Strong Tier 2 experience or IT quality assurance experience
4- Medium to strong Tier 1 experience
5-Exeprience with installing software on desktop remote
6-experience with debugging software on desktop remote
7- Scripting skills prefered
8-Fluent English is a must
9-Italian Language strong plus
10- Reading and understand and derive action items from analytics reports