Technical Support Engineer

M-Cube  is a leading company in  In-Store Digital Engagement solutions , offering an extensive portfolio of solutions that range from in-store radio to digital signage, interactivity and mobile apps. M-Cube develops  innovative digital solutions  to improve service, engagement, customer retention and communication within the  retail industry .
M-Cube, established in 2001, during the years expanded its range of services with the aim of creating increasingly personalized customer journeys by bringing the advantages of the online world into the physical store.
With offices in Italy, United Kingdom, France, Belgium, The Netherlands, Germany, Spain, China and Hong Kong, an operational branch in New York and a consolidated network of global partners, M-Cube currently manages over 50,000 installations around the world for over 400 brands in the Fashion & Luxury, Retail, Finance & Insurance, QSR, Grocery Retail and Automotive sectors.

The job

The Technical Support Specialist  plays a crucial role in  client support and product exchange  processes. You should possess a  practical mindset  to solve problems on the spot, while also being able to  understand the “big picture” and suggest improvements . Strong customer service and communication skills are essential for this role.

Your responsibilities

Managing customer inquiries , issues, or questions and  support requests across all phases , from installation to maintenance
Overseeing product exchange logistics , ensuring the fastest possible exchange procedures
Updating the internal database w ith any changes or modifications related to our customers
Supporting customer requests across all phases, from installation to maintenance
Managing escalations from level 1, and directing them to PMs, Pre-Sales, Sales, or Developers when necessary
Executing check controls  to certify new installations
Monitoring and managing ticket queues to ensure timely resolutions

Your profile

English Level C1 , good verbal and written skills
Good knowledge of Windows and Linux operating systems
Proficiency in Microsoft 365
Great communication and interpersonal skills
Autonomous, organized and stress resistant

Would be a plus

Previous experience in technical customer service/help desk
Ability to diagnose and resolve technical issues
Familiarity with collaborative work software, virtualized environments (e.g., CMS, Helpdesk systems), SSH consoles, VPNs, and JSON settings
Knowledge of Audio/Video environments, including file formats, streaming formats, connections, and encoding
Willingness to create manuals on internal procedures and train colleagues
Flexibility to work weekends and adapt to changing schedules

Our offer

A salary in line with experience and market conditions
Meal vouchers and employees discounts platform
Job Type: Temporary, Full-time
Contract length: 6 months

Workplace

Trieste

Open Announcement:
This job posting is open to candidates of all genders pursuant to Art. 27 (D.Lgs. 198/2006), to all individuals protected under

D.Lgs. 9 luglio 2003, n. 21 and N. 216, and to protected categories (Law 68/99), as we believe in providing every person with the opportunity to contribute to our success."