AccessiWay

Customer Support Specialist

AccessiWay

full-time

Posted on:

Location Type: Hybrid

Location: Turin • Italy

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About the role

  • You will be the go-to person for our users and the bridge connecting them with our technical team.
  • Building the service: You will define and implement customer support workflows, select or configure ticketing tools (e.g., Intercom, Zendesk, HubSpot), and create support documentation (Help Center, FAQs, video tutorials).
  • Operational support: You will manage technical and functional support requests from clients, ensuring fast, empathetic, and solution-oriented responses.
  • Collaboration with Product: You will work closely with Product Managers and Developers. You will analyze tickets to identify recurring bugs or feature requests, directly influencing the development roadmap.
  • Onboarding & Education: You will help new clients fully understand the platform’s value, guiding them through the initial stages of usage.

Requirements

  • You have at least 3 years of experience in Customer Support or Customer Success roles, preferably in B2B companies.
  • You have previously helped structure support processes or have a strong aptitude for creating order out of chaos.
  • You don’t wait to be told what to do; you propose solutions proactively.
  • You are comfortable communicating with a technical audience (Developers, Product Managers).
  • You understand how SaaS software works and can diagnose whether an issue is user error or a system bug.
  • You write clearly and concisely.
  • You can translate technical terms into simple language and vice versa.
  • You can manage customer frustration and turn a critical moment into a positive experience.
  • You have fluent knowledge of both Italian and English.
Benefits
  • Real Impact : Your work will have a tangible impact! The solutions you help create will be used by a wide audience, improving the digital experience for many users.
  • Amazing Team : You'll collaborate with designers, developers, and product managers who value excellence and tackle every challenge with passion.
  • Autonomy and Trust : If you like exploring new strategies, experimenting with innovative approaches, and proposing process improvements, you'll find the space to do so here!
  • Inclusive Environment : We are an open, welcoming, and diverse team. And yes, you can bring your dog to the office!
  • Hybrid Work Mode : We have an hybrid work setting with a perfect balance between work and personal life.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcustomer successSaaS softwareticketing toolssupport documentationbug diagnosisfeature request analysisworkflow implementationproblem-solvingprocess structuring
Soft Skills
communicationempathyproactivitycollaborationcustomer managementclear writingtechnical translationadaptabilitysolution-orientedfrustration management