Customer Support - Phone Support - Italy

Avincis Aviation Sweden AB

Location: Frösön Employment Type: Temporary position with the possibility of permanent employment We’re looking for a proactive and service-minded IT Desk Agent to join our IT team. In this role, you'll provide first-line IT support to end users, resolve technical issues, and help ensure stable and efficient IT services. You’ll work closely with internal IT teams and external service providers to maintain day-to-day operations, support users across the Nordic region, and contribute to the continuous improvement of our IT services. What You’ll Do As a IT Desk Agent, you will: Provide first-line IT support via phone, email, and the IT service management system. Handle support requests in Swedish and English. Log, prioritize, and manage incidents and service requests, ensuring accurate documentation. Resolve technical issues or escalate them to the appropriate support teams,following up to ensure timely resolution. Deliver a high level of customer service while building a good understanding of users' needs and the IT environment. Work closely with internal IT teams and external service providers to ensure effective service delivery. Support local IT infrastructure and assist with service transitions when required. Maintain accurate records in the Configuration Management Database (CMDB) and assist with software asset and licence management. Contribute to improving support processes and service quality. Travel occasionally to support users and IT operations at other locations. What We’re Looking For We’re looking for someone who enjoys solving problems, communicating with users, and working in a collaborative IT environment. You have: Vocational training in IT or a related field. ITIL Foundation certification. Fluency in Swedish and English, both written and spoken. 1–3 years of experience in an IT Service Desk, Helpdesk, or Technical Support role. Experience working with IT Service Management (ITSM) tools such as Jira Service Management, ServiceNow, or similar platforms. Good understanding of ITIL-based incident and request management processes. Experience troubleshooting hardware, software, and basic networking issues. A valid Category B driving licence. The ability to understand and communicate in Norwegian, Danish, or Finnish is considered an advantage. Experience administering Microsoft 365 services, including Microsoft Entra ID, Intune, and Exchange Online, is considered an advantage. Personal Qualities We’re looking for someone who: Delivers professional and customer-focused support. Communicates clearly with both technical and non-technical users. Takes initiative and approaches problems in a structured way. Is organised and pays attention to detail. Works well with colleagues and external partners. Why Join Us? You’ll become part of a collaborative IT team where your work has a direct impact on employees’ daily experience. We offer a supportive environment that values continuous learning, teamwork, and professional development, giving you opportunities to grow your technical skills while helping shape and improve our IT services. If you’re passionate about technology, enjoy helping people, and want to be part of a dynamic IT support team, we’ll love to hear from you. About Avincis Avincis is one of the world’s leading operators in emergency aviation services and the largest in Europe. We operate more than 180 bases across Spain, Portugal, Italy, Norway, Sweden, Denmark, Finland, Greece, Mozambique, and Chile. Our fleet consists of approximately 205 aircraft — 165 helicopters and 40 fixed-wing aircraft — used in critical missions every day. We save lives, protect communities, and support essential services, from air ambulance and search & rescue to wildfire suppression and government operations. With over 3,000 employees across Europe, we combine the precision and speed of aviation with a strong sense of purpose: making a difference when it truly matters. Come and join Avincis and help keep air ambulance services safe and efficient across the Nordic region!

Flatpay

ABOUT THE JOB Who we are   Flatpay is one of the fastest growing companies in Europe and was founded 3 years ago in Copenhagen with a simple mission; to take the stress out of card payments for small-medium businesses who want to focus on what they do best - running their business. But monthly hardware fees, a different rate for every card, extra costs on each transaction and confusing price increases have made payments stressful and time consuming.   That’s why we started Flatpay. * One low, flat rate across all cards * Free best in class card terminal *  No startup fees, no monthly fees & no hidden fees * Next working day payouts * 24/7 NL based customer support We’re already more than 1,000 people across Denmark, Finland, Italy, Germany, France and the UK. WHAT YOU'LL DO Role: Customer Support Team Lead Start Date: As soon as possible Location: On site 5 days per week in our Amsterdam office As a Customer Support Team Lead for the Dutch market, you'll be the voice of Flatpay.  Your day-to-day * Managing the day-to-day operations of the Netherlands Customer Support function. * Coaching, training, and developing staff; holding regular 1-on-1s, side-by-sides, and quality reviews. * Owning the team’s KPIs – CSAT, response and resolution times, ticket volume. * Personally handling escalations and difficult customer conversations where needed. * Owning and continuously improving the QA framework – setting the standard, measuring against it, and closing the gaps. * Managing shift cover, holiday planning, and absence within the operational window. * Identifying trends from customer interactions and feeding them back into the operation. * Leading new starter onboarding and contributing to recruitment. WHO YOU ARE Ambitious - You’re looking for more than just a 9-5. We only promote internally and we promote fast. If you have the right skills and a killer attitude there’s no limit for you here.   Humble - We only work with people we like and once you join it’ll be your job to ensure that too. You’re kind, low ego and people love working with you. Smart - This isn’t proven by a university degree; smart to us means high EQ. You’re quick on your feet, love talking to people and have natural instinct for relationships. Skills & Attributes * Strong leadership – you take ownership, care about your colleagues, and strive for excellence. * Comfortable in high-volume, phone-driven environments – on the phones, not just behind a dashboard. * Resilience and calmness when handling difficult or escalated customer conversations. * A data-driven mindset – you track what matters and use it to coach and improve. * Organisation and time management skills in relation to scheduling, 1-on-1s, and quality reviews. * Proficient with CS tooling – ticketing systems, CRMs, diallers, and quality frameworks. Background * 2+ years of experience directly managing a customer service, contact centre, or operations team with direct reports. * A proven track record of improving a team-level KPI (CSAT, response times, FCR, productivity) – be prepared to talk numbers. * Direct experience handling escalations and difficult customer conversations. * Experience setting up or managing a QA framework, knowledge base, or training programme. * Fluent in Dutch. If this sounds like a good match, we’re looking forward to hearing from you.   The Flatpay team ❤️

Flatpay

ABOUT THE JOB Flatpay is one of the fastest-growing fintech companies in Europe. In just over three years, we’ve grown into a team of more than 1,500 colleagues, active across Denmark, Finland, Italy, Germany, France, the United Kingdom, and since January also in the Netherlands.  Our mission is clear and powerful: to make card payments fair, transparent, and stress-free for small and medium-sized businesses. No complicated pricing, no hidden fees, no surprises - just one flat rate for all cards. Employment type: Full-time Location: Amsterdam - onsite 5 days per week WHAT YOU'LL DO Responsibilities * Coordinate and support the installation of Flatpay payment terminals for new merchants over the phone. You will manage the installation process from scheduling to delivery, ensuring a smooth onboarding experience for our customers. * Provide remote support to merchants during installations. You will guide customers step by step over the phone to ensure terminals are installed correctly and ready to accept payments. * Prepare and manage installation logistics. This includes configuring devices, coordinating shipments, and ensuring merchants receive the correct hardware on time. * Comfortable handling and moving boxes of payment terminals and equipment as part of shipping and installation preparation. * Act as a key point of contact during the onboarding process. You will communicate with merchants and internal teams to ensure installations are completed quickly and without friction. * Work closely with internal teams including Sales, Operations, and Technical Support to coordinate installations and resolve issues when they arise. * Document installation activities and ensure all systems are correctly set up and activated.  * Identify recurring issues or friction points during installations and flag them internally so processes can continuously improve. Skills & Attributes * Interest and understanding in technology and the ability to quickly understand new systems, tools, and hardware. * Excellent communication skills with the ability to guide customers clearly and confidently over the phone. * Highly organized and able to manage multiple installations and tasks at the same time. * Structured and solution oriented approach to problem solving. * Customer focused mindset with a strong motivation to deliver a smooth onboarding experience. * Comfortable working in a fast growing environment where priorities can evolve quickly. * Positive, hands on attitude and willingness to support the team wherever needed. WHO YOU ARE This role is perfect for you if: * you have some experience working with technical products, hardware installations, customer support, or onboarding roles is an advantage but not required. * you have experience in operations, logistics coordination, technical support, or customer facing roles is a plus. * a basic understanding of IT systems, payment terminals, or technical products is beneficial but not needed * are fluent in Dutch WHY FLATPAY? Massive opportunity: Join at launch stage and shape our success in the Dutch market. Uncapped earning potential: The more you sell, the more you earn. Fast-track career growth: We promote from within, and we move fast. Supportive culture: No politics, no bureaucracy – just good people building great things together. International environment: Be part of a diverse, ambitious team across 6+ countries.