Overview

Responsibilities:

  • Dealing with Enterprise level customer support issues primarily over the telephone / Webex/email on a daily basis
  • Providing customer feedback on their issues as they are progressed
  • Maintain accurate and timely records in the Company's ticketing system
  • Remain up-to-date with the company’s best practices and its products
  • Work as part of a global support team during EMEA hours, in coordination with support centers in other geographic locations operating 24x7 support
  • Ensuring high customer satisfaction by providing a professional service and swift resolution to all customer issues
  • The role needs to work will be in shifts. The night shift can be covered from home (the necessary equipment will be provided by the company)

Required Qualifications:

  • Experience with Windows Server, Active Directory, SMTP, and Microsoft Exchange
  • Knowledge of Server and Microsoft SQL Server will be considered an advantage
  • Knowledge of customer service principles and practices will be a plus
  • Knowledge of network technologies and information systems will be nice to have
  • Fluency in English, both verbal and written communication skills is mandatory/required
  • Being a team player and understanding the customer’s needs ensures the continued success of the support center
  • A strong telephone presence, with regular communications to keep customers updated about their support cases
  • Effective listening and communication skills
  • Strong troubleshooting, follow-through, interpersonal, verbal, and written skills.
  • Strong experience in a technical support environment is preferred.
  • Success factors include: Strong Communication, customer focus, influence and persuasion, commitment to a task, policies/processes/procedures, and teamwork