Bilingual Italian & English Customer Support Agent

About the RoleWe are seeking experienced, customer-focused Multichannel Support Agents to handle Voice, Email, and Live Chat interactions for a seasonal consumer brand operating in Europe.In this role, you will be the front-line brand representatives, delivering high-quality, timely, and professional support to the customers.What You'll DoHandle customer inquiries via phone, email, and chat in accordance with defined SLAs.Provide accurate, clear, and empathetic responses across all channels.Manage multiple conversations simultaneously (especially chat and email) while maintaining quality.Resolve customer issues independently where possible and escalate complex cases appropriately.Accurately document interactions in CRM/ticketing systems.Adapt quickly to seasonal fluctuations in contact volume, particularly during peak periods.Maintain professionalism and consistency when representing the brand across different markets.What We’re Looking ForLanguage RequirementsNative or near-native proficiency in (MUST) Italian and English. Both spoken and written.Customer Support Experience2+ years experience in a multichannel customer support role (voice, email, and live chat)Prior experience supporting consumer-facing or e-commerce brands is strongly preferred.Comfortable working in environments with variable and seasonal volumes.Communication & Soft SkillsExcellent verbal and written communication skills.Strong active listening and empathy.Ability to explain processes and solutions clearly and confidently.Culturally aware and comfortable supporting customers across different regions.Calm, professional, and solution-oriented under pressure.Technical & System SkillsExperience using CRM, ticketing, and telephony systems. Prior experience using Zendesk would be a strong advantage. Strong computer literacy and ability to learn new tools quickly.Accurate documentation and attention to detail.What Makes You a Great FitPrior experience working with international customerHighly organized and self-disciplined.Comfortable managing workload independently.Flexible and adaptable to changing volumes and priorities.Strong sense of ownership and accountability.Professional, dependable, and brand-focused.Schedule & AvailabilityEurope: Monday–Friday, 10:00–17:00 CETReliable availability during peak seasonal periods is essential.What We Offer100% remote workCollaborative and supportive global environmentExposure to international clientsOpportunities for growth and developmentIdeal Work SetupSystem: Windows 10 or above (32-bit) or MacBook (no Chromebook, Linux, or desktop)RAM: Minimum 8GBProcessor: Intel Core i5 or higherInternet: 40–50 Mbps (download), 30 Mbps (upload)Equipment: Wired headsetEnvironment: Quiet, distraction-free workspaceIMPORTANT NOTES!Influx never asks candidates to make any payment throughout the entire recruitment process.Successful candidates will be contacted only through email ending with @influx.com.