Customer Support Specialist

This is a fully remote position, open to applicants in Italy.

📋 Description

• Provide prompt and high-quality assistance to patients and therapists.

• Address administrative, technical, and clinical inquiries from platform users through various channels.

• Offer support and information to current users, potential users, and both internal and external stakeholders.

• Manage support tickets in accordance with quality, productivity, and SLA benchmarks.

• Resolve requests autonomously and escalate more complex cases to a supervisor or other teams as necessary.

• Work collaboratively with internal teams to enhance processes, documentation, and support tools.

• Create support procedures based on guidance from supervisors.

⛳️ Requirements

• Part-time commitment of 24 hours per week, Saturday to Monday, from 9:00 AM to 6:00 PM.

• Proficiency in both Italian and English.

• Strong familiarity with digital tools, including Office/Google Workspace, email, and internet navigation.

• Basic knowledge of confidentiality and GDPR data protection regulations.

• Capability to comprehend users’ needs in challenging or sensitive situations.

• Aptitude for independently investigating and resolving first-level (Tier 1) requests while escalating more complex issues.

• Ability to maintain composure and a service-oriented mindset during high volumes of tickets or delicate requests.

• Precision in managing data, documenting interactions, and adhering to established procedures.

• Competence in organizing multiple requests, prioritizing effectively, and meeting SLAs.

• Familiarity with ticketing/helpdesk systems such as Zendesk.

• Previous experience in customer service, contact centers, or helpdesk environments.

• Knowledge of the healthcare, wellbeing, or psychological support industry.

• Applicant must belong to the protected categories as specified in Article 18 of Italian Law No. 68/1999.

🏝️ Benefits

• Exclusive discounts on psychotherapy sessions with Unobravo professionals.

• Company retreats.

• Team-building activities.

• Nationwide aperitivo gatherings.

• Complimentary online language training and conversation courses.

• Paid day off during the month of the employee’s birthday.

• Additional day off on World Mental Health Day.

• Inclusive parental leave with extra days off.

• Equal-opportunity workplace with reasonable accommodations during the hiring process.