Hardware/Software Support - Milan

Be the voice that solves problems-deliver exceptional support across Italy and France.

Customer Support Specialist - Milan, Italy

We are looking for a proactive and customer-focused Customer Support Specialist to join our product support team. In this role, you will be the first point of contact for customer inquiries and technical issues, delivering exceptional service throughout the entire product lifecycle. You will play a key role in supporting customers across our Italian and French markets, making your language skills a vital part of your success in this position.

If you are passionate about helping people, enjoy problem-solving, and thrive in a multilingual environment, this is the perfect opportunity for you.

What You'll Do:

Customer Interaction & Issue Resolution

• Deliver first-level support via phone and remote tools for application and hardware issues.
• Resolve most customer inquiries independently; escalate appropriately when needed.
• Serve as the central point of contact, ensuring a professional and positive customer experience.

Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, and application issues remotely.
• Collaborate with internal teams, developers, field staff, and suppliers to ensure timely resolution.
• Support on-site interventions coordination as needed.
• Assist with maintaining hotline scheduling and administrative duties.

Service Coordination

• Assign and coordinate service requests with internal field service teams and third-party partners.
• Track service progress to ensure high quality and customer satisfaction.
• Manage spare parts for third-party providers within the ERP system.

Process Improvement & Customer Satisfaction

• Contribute to ongoing improvements in support processes and tools.
• Support customer operations across the full product lifecycle.
• Help drive customer satisfaction KPIs through proactive service.

Documentation & Communication

• Accurately log interactions and troubleshooting steps in the helpdesk ticketing system.
• Maintain clear communication with customers throughout the resolution process.

What We're Looking For:

• 1-2 years of experience in a customer service or support role.
• Familiarity with Microsoft desktop and Windows server environments.
• Experience in the medical industry is an advantage.
• Basic IT and networking knowledge is a plus.
• Strong customer service skills and ability to build positive relationships.
• Fluency in Italian and French is mandatory.
• Excellent English skills are required.

If you are having difficulty in applying or if you have any questions, please contact Nathan Berkley at n.berkley@proclinical.com.

Apply Now:

If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.

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