Remote Customer Support & Success Jobs in Bologna, Italy

• Impressing customers by solving complex or new problems
• Growing your product knowledge, in breadth and depth
• Digging deep to discover the root causes and solutions of issues - exploring source code, databases, logs, and traces

• Answering the same questions over and over again
• Providing trivial or basic troubleshooting
• Writing knowledge base articles

• Resolving elevated customer tickets
• Expanding product and technology expertise by working on “learning tickets”

• Bachelor’s degree in an IT-related field
• 2+ years of experience in a technical support role
• Ability to read and write code at a basic level for debugging purposes

Customer support engineers and agents support business software for over 100 exciting products like Jive, Kayako, and Fogbugz. The products we support are diverse. They include web content management systems, financial software, e-commerce, database tools, and more. You will create great customer experiences by solving complex problems. You will be a detective - investigating the root causes of issues.

You won’t be programming or modifying the core product, but you do need to be able to:

• Read and understand code
• Write scripts
• Query databases
• Scrutinize dense log files

You may have recently been a software developer, engineer, technical product support, or similar. We’ll ask you to take a general coding assessment to test your technical skills as part of the application process.

All new hires complete our paid RemoteU training. We’ll help you get started on the right foot at Crossover and then teach you how to succeed in your role. 

Once you complete training, you’ll spend 25% of your time learning new products. You will become an expert and grow your knowledge!

The Customer Support team provides 24/7 support to our global customers. Agents are assigned regular shifts. 

We schedule shifts based on customer demand and try to match your work preferences. Your shifts may include evenings, nights, and weekends, but you will not be required to work more than 40 hours per week.

You'll begin by learning what makes a great support agent and how we manage quality.

Then, you will move to full-time, in-depth product training. You will become a master of multiple products. These products span a huge range of business purposes and base technologies.

The learning never stops, though! Once you're on the support team, you'll continue learning products and building the breadth and depth of your support capabilities.

If you're a top performer, there are opportunities for growth across the organization, including our knowledge teams and the support leadership team.

The people who will succeed in this role come from an array of technical backgrounds. Our selection process is designed to allow you to show off your skills and potential. You will complete tasks that Customer Support Engineers or agents regularly perform, allowing you to learn about the role and giving us an unbiased way to assess your ability.