Customer Support Specialist - Law 68/99 (Categorie Protette)

About the Role

MPS Monitor is looking for a Customer Support Specialist / Customer Service Representative registered under Law 68/99 (Categorie Protette) to join our global team and support our operations in Italy. In this role, you will help ensure that customers worldwide receive high-quality support and assistance when using our platform and services.

At MPS Monitor, we follow a strong customer-centric approach, from designing innovative solutions to providing outstanding customer support. As part of our team, you will interact directly with customers, assist them with technical and service inquiries, and collaborate with internal teams to ensure the best possible user experience.

This position is ideal for candidates who enjoy technology, troubleshooting, and customer interaction, and who want to grow in an international SaaS environment.

Key Responsibilities

• Serve as a primary point of contact for customers, providing professional support via email and phone.
• Handle customer inquiries and issues efficiently, escalating complex cases when required.
• Support customers during installation, configuration, and usage of the MPS Monitor platform and related tools.
• Assist with troubleshooting device connectivity, data collection agents, and platform-related issues.
• Provide guidance on network printer monitoring, device communication, and software configuration.
• Collaborate with internal teams (technical support, development, and operations) to resolve technical cases.
• Identify recurring issues and suggest improvements to internal processes and customer documentation.

Maintain accurate records of support interactions in the company systems

Requirements:
Requirements

• Fluent English (written and spoken) is essential.
• Minimum 1 year of experience in customer service or technical support, preferably in the IT or SaaS industry.
• Good knowledge of Microsoft 365 tools, including:
• Excel
• Word
• Microsoft Teams for collaboration and communication

• Basic knowledge of PC systems, operating systems, and software installation.
• Basic understanding of computer networking concepts, including:
• IP addresses
• DNS
• firewalls
• network connectivity troubleshooting

• Familiarity with network printers, multifunction devices, and device monitoring systems is a plus.
• Basic understanding of SaaS platforms and cloud-based applications.
• Experience working with web-based interfaces, portals, and intranet website management.
• Ability to assist customers with software deployment and configuration of data collection tools.
• Strong analytical and troubleshooting skills.
• Excellent listening skills and attention to detail.
• Strong organizational and time management skills.
• Ability to work both independently and collaboratively in a remote team environment.

Strong communication and customer-oriented mindset

Benefits:
Benefits of Joining MPS Monitor

• Opportunities for professional growth and career development
• Fully remote work environment
• International and multicultural team
• Access to training programs and learning opportunities

About MPS Monitor

MPS Monitor is a global leader in brand-independent Managed Print Services software solutions. The platform is the most complete multi-brand SaaS solution for Managed Print Services worldwide, monitoring printing devices, managing the consumables supply chain, page count reporting, and full contract management.

The platform currently manages more than 2,000,000 devices across over 75 countries and approximately 320,000 customers, supporting more than 3,500 dealers and Managed Print providers in delivering efficient services and optimized operational costs