P We#39;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.
p We#39;re looking for a Product Support Specialist to provide exceptional technical support for audio products (headphones, earbuds, speakers, soundbars, and smart home devices).
/pp You#39;ll troubleshoot hardware / software issues, guide customers through setup and connectivity (Bluetooth/Wi-Fi), and ensure a premium experience that reflects the brand.
/pp What You#39;ll Do (Key Responsibilities): /pulli Customer Support: Deliver multi-channel support (phone, chat, email, social) with empathy, clarity, and efficiency /lili 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 /lili Workflow Tools: Log all cases in the CRM (e.g., Salesforce/Zendesk), follow documented SOPs, and escalate to Tier 2/Engineering when needed /lili Warranty Service: Validate warranty, initiate replacements/repairs (RMA), track logistics, and educate customers on care and maintenance /lili Knowledge Management: Contribute to and improve knowledge base articles, FAQs, macros, and troubleshooting flows /lili Customer Advocacy: Capture product feedback and recurring defects; partner with QA/Engineering/PM to drive fixes and product improvements /lili Quality Compliance: Meet or exceed targets (CSAT, FCR, AHT, QA), adhere to data privacy/security standards, and follow brand tone of voice /li /ulp What You#39;ll Bring (Qualifications): /pulli Native / C1 / B2 Italian level /lili English Fluent /lili Experience: 1–3 years in technical customer support (consumer electronics, audio, or IoT preferred) /lili Technical Skills: o Strong understanding of Bluetooth, Wi-Fi, device pairing, and mobile OS settings (iOS/Android) /lili Familiarity with firmware updates, driver issues (desktop), and app troubleshooting /lili Comfort using CRM/ticketing systems and remote diagnostics tools /lili Soft Skills: Exceptional communication, active listening, de-escalation, and problem-solving; calm under pressure /lili Nice to Have: Audio fundamentals (codecs, impedance, latency), home theater basics (HDMI ARC/eARC, CEC), smart assistant ecosystems /lili Education: Bachelor#39;s degree preferred or equivalent experience /li /ulp Our offer: /pulli Base salary above average /lili Meal allowance (9,13€ per day worked, in meal card) /lili Healthcare and Dental Insurance (since day one) /lili Work from Home /lili Fixed schedule (Monday to Friday, Business Hours) /lili6 months Contract /li /ulp Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.
/pp 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!
/pp 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.
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