Technical Customer Support

THE OPPORTUNITY

As a Customer Support, you will provide high-quality client assistance and ticket monitoring for infrastructure services provided. You provide proactive monitoring, basic network, and system troubleshooting mainly on Linux servers in a high traffic environment and provide detailed issue description to both customers and senior engineers when necessary.

Also, you will have the opportunity to learn various technologies on the job and get involved in a wide variety of infrastructure projects.

The key role of your position will be to keep the track and solve various requests, both from internal and external customers, perform proactive monitoring and troubleshooting while assuring the best quality of service possible.

WHAT YOU'LL DO

• Proactively troubleshoot and solve technical issues, observed through monitoring or highlighted by clients, either by announcing the providers or by escalating them to Level 2/3
• Be the single point of contact for managed tickets and follow-up on the solutions proposed by suppliers or Level 2/3
• Keep the customer informed and up-to-date regarding the solving progress and confirm the closure of the ticket with the client
• Keep an orderly track and update the monitoring system with any new services provided to the clients
• Create and keep a track of troubleshooting procedures/processes and ask for automation when needed;
• Work with domains, settings of DNS/rDNS, advanced check-ups for clients, etc;
• Constant focus on learning, developing new skills, and involving more complex tickets, as well as asking for training from the upper support team.

WHAT YOU'LL NEED TO SUCCEED

• Be great communicators and have proactive customer skills
• Have great speaking and writing English skills
• Love the flexibility of working in multiple shifts, including remote evening shifts;
• Nice to have a great interest and some knowledge of Networking and Linux (tech graduate and CCNA or equivalent, or Linux course would be a considerable plus);
• Enjoy being a part of a great team and culture

OUR BENEFITS

• Flexible working hours to accommodate various schedules.
• Additional vacation days based on seniority within the organization.
• Recognition programs such as "Employee of the Month" and referral bonuses.
• Bonuses during legal holidays.
• Birthday presents.
• Career advancement training and workshops to support your development plan.
• Bookster Subscription for access to a wide range of books and resource.
• Private Medical Subscription for employees, with special rates for family members (children, spouse/life partner).
• Many outgoings and parties with colleagues and beautiful office events.
• A company culture that promotes autonomy and accountability