We're Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than ******* associate providing Information Technology and Business Process Outsourcing Services.
We're looking for a Product Support Specialist to provide exceptional technical support for audio products (headphones, earbuds, speakers, soundbars, and smart home devices).
You'll troubleshoot hardware / software issues, guide customers through setup and connectivity (Bluetooth/Wi-Fi), and ensure a premium experience that reflects the brand.
What You'll Do (Key Responsibilities):
Customer Support: Deliver multi-channel support (phone, chat, email, social) with empathy, clarity, and efficiency
Technical Troubleshooting: Diagnose and resolve product issues including Bluetooth pairing, audio quality, ANC performance, firmware updates, app connectivity, voice assistant integrations (Alexa/Google), and product resets
Workflow & Tools: Log all cases in the CRM (e.g., Salesforce/Zendesk), follow documented SOPs, and escalate to Tier 2/Engineering when needed
Warranty & Service: Validate warranty, initiate replacements/repairs (RMA), track logistics, and educate customers on care and maintenance
Knowledge Management: Contribute to and improve knowledge base articles, FAQs, macros, and troubleshooting flows
Customer Advocacy: Capture product feedback and recurring defects; partner with QA/Engineering/PM to drive fixes and product improvements
Quality & Compliance: Meet or exceed targets (CSAT, FCR, AHT, QA), adhere to data privacy/security standards, and follow brand tone of voice
What You'll Bring (Qualifications):
Native / C1 / B2 Italian level
English Fluent
Experience: 1–3 years in technical customer support (consumer electronics, audio, or IoT preferred)
Technical Skills: o Strong understanding of Bluetooth, Wi-Fi, device pairing, and mobile OS settings (iOS/Android)
Familiarity with firmware updates, driver issues (desktop), and app troubleshooting
Comfort using CRM/ticketing systems and remote diagnostics tools
Soft Skills: Exceptional communication, active listening, de-escalation, and problem-solving; calm under pressure
Nice to Have: Audio fundamentals (codecs, impedance, latency), home theater basics (HDMI ARC/eARC, CEC), smart assistant ecosystems
Education: Bachelor's degree preferred or equivalent experience
Our offer:
Base salary above average
Meal allowance (9,13€ per day worked, in meal card)
Healthcare and Dental Insurance (since day one)
Work from Home
Fixed schedule (Monday to Friday, Business Hours)
6 months Contract
Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.
Regardless of whether you are a career changer * or an IT expert *: Apply now with your résumé and become part of the Tech Mahindra family - we look forward to seeing you!
Tech Mahindra is an Equal Employment Opportunity employer.
We promote and support a diverse workforce at all levels of the company.
All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability.
All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.