Customer Advocate

Step into a global support gateway where you’ll gain deep product insight, sharpen customer operations skills, and build the foundation for your future growth.

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.

What You'll do

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.

What You’ll Bring

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

What’s In It for You

Be part of a global company recognized for innovation, sustainability, and people development. Take ownership of a newly created role with high visibility and strategic impact. Joining our team means becoming part of a merit-based organization committed to your professional growth.

Compensation and Employment Terms

· Full-time long term contract
· Classification under the Italian National Collective Labour Agreement (CCNL Commercio), Level II
· Annual gross salary plus variable compensation, with a total annual remuneration of no less than €38.000
Smart working up to 50% of the time

Actual compensation will be determined based on objective criteria such as professional experience, technical skills, role responsibilities, and qualifications, in line with our principles of fairness, transparency, and equal pay.

Welfare and Benefits

We offer a comprehensive benefits package designed to support the wellbeing of our people and their families:
-Corporate Welfare Plan
-Hilti supplementary health insurance, in addition to industry‑specific funds
-Dedicated insurance coverage (life, occupational and non‑occupational accident, long‑term care, and civil liability legal protection)
-Access to wellbeing platforms supporting personal health and wellness
-Corporate agreements and dedicated discounts
-Meal vouchers worth €8 for each working day

Why Hilti

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we’re driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you’ll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you’ll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

Commitment to Inclusion

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.