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Frontline Support Analyst

Frontline Support Analyst

Metropolitan City of Milan, 19.04.2022

Mapp is seeking a Frontline Support Analyst (FSA) to support our clients using Mapp Cloud products. You are responsible for resolving technical issues and questions submitted via the customer portal or hotline with a high level of customer satisfaction.
The successful candidate is a customer-oriented, hands-on problem solver, delivering exceptional customer service and meeting our technical support targets, in a cross-functional environment.
You will be the initial point of technical support contact for our clients in our global, two-tier Technical Support organization, comprised of Frontline Support and Advanced Technical Support. This role reports to the Manager, Frontline Support & Technical Coordination.

What you will do:

  • Manage Frontline technical support tickets raised through our support portal or support hotline
  • Investigate, reproduce, and resolve technical issues
  • Interface with our Engineering, Implementation and Advanced Technical Support teams
  • Educate and assist customers on basic use cases and best practices for Mapp Cloud solutions
  • Analyse technical issues and roll learnings back into our training and education resources
  • Build relationships internally and externally

The assets you bring to the team:

  • At least 1 year experience in online software / SaaS support
  • Great analytical and communication skills
  • Able to communicate technical solutions to non-technical clients and colleagues
  • Good knowledge of HTML, HTTP and emailing
  • Basic knowledge of webservice API’s, XML, SQL, or scripting languages, is a plus
  • Fluent spoken and written English
  • Fluent in English and additional languages in German, French, Spanish, or Italian, is a plus

We offer:

  • Team oriented atmosphere: Our culture embraces integrity, team work and innovation. Our employees value the friendly atmosphere that is the most powerful driver within our company.
  • Goodies: Individual trainings, team events, flexible working, vacation days, medical plan and more!

Now that we've got your attention...

We look forward to receiving your application, including your salary expectations, in addition to your earliest possible starting date. If available, please provide a link to any additional online resources like a LinkedIn profile.



Mapp Digital US, LLC   |   3655 Nobel Drive Suite 500   |   92122 San Diego, CA USA   |      |   

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