Technical Support Specialist

Full-Time - In-person or Remote - Dublin / Italy (Lombardy, Sicily) / Remote

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Competitive Salary

Receive a competitive salary that reflects your skills, experience, and contributions.
Performance Bonuses

Earn performance bonuses that reward your hard work and outstanding achievements.
Remote/Smart Work

Enjoy the flexibility of remote work to balance productivity and personal life.
Professional Development

Grow your skills with training, workshops, and career advancement resources.
Inclusive Environment

Thrive in a supportive, diverse, and collaborative workplace culture.
Recognition Programs

Be celebrated for your contributions through awards and recognition initiatives.

About US

Cives ( https://cives.ai ) is a leading software company, dedicated to providing innovative solutions based on conferencing for the Public Sector worldwide. We are seeking a skilled and motivated Technical Support Specialist to join our dynamic team.

Job Overview

As a Technical Support Specialist, you will be responsible for delivering high-quality technical assistance related to our products and services. You will leverage your expertise in IT Service Management (ITSM) concepts and various moder web development frameworks to provide timely and effective support to our clients and internal teams.

Responsibilities

  • Provide technical support and troubleshooting on Cives systems and applications.
  • Respond to and resolve customer inquiries and issues via phone, email, and live chat.
  • Utilize ITSM tools and processes to manage service requests, incidents, and change management.
  • Document and track issues and resolutions in our support database.
  • Collaborate with the Engineering team in Cives to escalate and resolve complex issues.
  • Design the Cives product continuous improvement strategy based on the user experience feedbacks.
  • Assist in the development and delivery of technical documentation and training materials.
  • Maintain a high level of customer satisfaction by ensuring prompt and accurate responses to inquiries.

Qualifications:

  • Proven experience in technical support or a similar role.
  • Operational knowledge of Linux (various distributions) and basic command-line skills.
  • Understanding of IT Service Management (ITSM) concepts and experience with ITSM tools (e.g., ServiceNow, JIRA, or similar platforms).
  • Strong problem-solving skills and the ability to troubleshoot and resolve technical issues.
  • Excellent communication skills, both written and verbal.
  • Customer-oriented mindset with a keen attention to detail.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Relevant certifications in Linux and/or ITSM (optional but preferred).
  • Excellent proficiency with English language is a must
  • Knoweldge of Arabic and/or French ( optional but preferred )

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