VACANCY
#Technical Support
Requirements:
Nice if you have Experience in QA, Development and a Good understanding of computer science or information technology.
Good written and verbal communication in English is essential.
Tier 1 responsibilities:
Handling customer live-chats requests
- taking incoming chats requests and performing a chat by the flow
- helping customer with the product guidance
- solving customer cases with the help of the defined workarounds
- escalating customer cases to the Tier 2 team per defined flow
- escalating customer cases to another departments of the company if needed
- filling in information about the case in the ticketing system
- tracking the existing customer cases (tickets) until they are resolved
Handling customer requests received via email
- taking incoming email requests (tickets) and performing a communication with the customer via emails
- helping customer with the product guidance
- solving customer cases with the help of the defined workarounds
- escalating customer cases to the Tier 2 team per defined flow
- escalating customer cases to another departments of the company if needed
- filling in information about the case in the ticketing system
- tracking the existing customer cases (tickets) until they are resolved
Perform everyday events dashboard monitoring tasks per defined flow
Proactively reach customers via email per defined topics
Nice if you have:
Experience in QA
Degree in computer science or information technology.
Certification in Microsoft, Linux, or Cisco is advantageous.
Cloud, Broadcasting knowledge.
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Prior experience in tech support, desktop support, or a similar role.
Proficiency in Windows/Linux/Mac OS.
Experience with remote desktop applications and help desk software.
Attention to the detail and good problem-solving skills.
Excellent interpersonal skills.