Associate Product Support Engineer (Italian speaker)

The Associate Product Support Engineer (APSE) serves as the primary problem solver for our Workiva and data platform users. Through phone, chat, or tickets, the APSE will assist customers in navigating technical and functional challenges. They not only troubleshoot and research solutions but also guide users step by step, ensuring customers maximize our platforms. This role is an opportunity to contribute to customer experience and satisfaction while advancing your career at Workiva.

What You’ll Do

• Provide technical and functional expertise to customers through phone, chat, and ticket management

• Manage customer inquiries within expected time frames, escalating only when necessary

• Maintain professionalism and establish positive rapport with customers

• Troubleshoot customer issues using application knowledge, experience, and self-guided research

• Resolve complex customer issues independently or with minimal assistance

• Link, author, and edit content in Workiva’s knowledge base to enhance customer self-service resources

• Accurately capture ticket notes, document activities, and manage tickets for clarity and actionability

What You’ll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in a related field

• Fluency in English and Italian

Preferred Qualifications

• Ability to multitask and manage changing priorities

• Moderate technical aptitude, proficiency in Google Drive, Microsoft Office Suite, OneCloud

• Strong communication skills across various channels (email, phones, ticketing system)

• Self-motivated and results-oriented, able to coach others to demonstrate similar characteristics

• Anticipate obstacles, establish timelines, and define service level agreements

• Enjoy troubleshooting, asking critical questions, and probing for information to facilitate problem-solving

• Represent the team in cross-functional meetings or projects, contributing to a positive team culture

• Basic or intermediate experience in database support or network security support preferred

Travel Requirements and Working Conditions

• 10% travel

• Flexible hours during peak seasons

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

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