Hilti

As a Customer Advocate for Hilti ON!Track, you’ll be the first point of contact for our users—delivering efficient, high‑quality support and helping customers get the most value from the product. You’ll handle routine cases, contribute to scalable knowledge content, and collaborate closely with Senior Advocates, Product, and Engineering to turn customer insights into meaningful improvements within our global support organization.

As a Customer Advocate within our global support squad, you’ll play a key role in frontline assistance, knowledge creation, and continuous improvement to strengthen the ON!Track support ecosystem.

- Customer Support: handle customer requests through Zendesk, troubleshoot software and IoT issues, maintain clear communication across the ticket lifecycle, follow global processes and SLAs, and escalate complex cases when needed.

- Incident Handling: support critical incidents under Senior Advocate guidance, ensuring structured resolution and service quality.

- Knowledge Management: create and update knowledge base articles, transform recurring issues into FAQs and guides, and contribute to scalable self‑service and AI‑driven support.

- Content Creation: maintain accurate documentation using standard templates and collaborate with team members to ensure clarity and consistency.

- Customer Advocacy: capture recurring issues, feed insights into structured feedback loops, and highlight gaps in documentation or support coverage.

- Cross‑functional Collaboration: work closely with Senior Advocates, Product, Engineering, and QA to resolve issues, share knowledge, and improve processes.

- Global Support Model: operate within a squad‑based structure aligned with language and time‑zone coverage, contributing to smooth global operations.

- Continuous Learning: participate in coaching and knowledge‑sharing, build strong product and technical foundations, and develop Customer Advocacy expertise.

- Process Improvement: help shape scalable workflows, refine tools and documentation, and support the growth of a fast‑expanding global support organization.

We don’t just look at titles or past experience, we look at you: your ideas, your energy, and the unique way you contribute. You’re the perfect fit if you have:

Bachelor’s degree in Information Systems, Computer Science, Business Information Technology, or a related technical/business field.

1+ years in customer-facing software or IT support

Experience in Customer Advocacy within SaaS environments, ideally involving IoT or connected systems

Familiarity with support tools such as Zendesk, Jira, Confluence, or similar platforms

Fluency in English and Italian