Technical Customer Support Representative

3 semanas atrás


Lisboa, Portugal Jujur Tempo inteiro

Position: Czech Technical Customer Support Representative

Location: Lisbon, Portugal

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

Assist enterprise customers, partners and engineers, using various channels

Respond to customers queries in timely and efficient manner

Identify the customer issue(s) & potential level of support by gathering relevant information

Conduct thorough research to investigate problems, with the option to collaborate with other teams

Escalate the issues to management when appropriate, acting as a customer advocate, and keeping customers informed

Collaborate with management and engineering teams to address service issues, produce bug fixes, and develop test cases as needed

Ensure that each support request you handle adheres to client's Service Level Agreement (SLA), while achieving the highest customer satisfaction by managing expectations and delivering on commitments

Document your technical work and research in a comprehensive manner

Proactively address customer satisfaction concerns before they escalate into problems.

REQUIREMENTS:

Native/fluent in Czech, both verbal and written. Fluent in English (at least B2 level)

Strong knowledge of Office 365 in an Enterprise environment – particularly, Exchange Online

Foundations knowledge on Networking, Protocols, Authentication (Basic, Kerberos, NTLM) and PowerShell

Experience working with Office 365 Directory Synchronization tool (DirSync), Microsoft Azure Active Directory Connect tool (AD Connect)

Experience working with DNS - Types or records, record creation, DNS management, DNS troubleshooting

Experience reading network captures/analysis

Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services

Resourceful personality that can adapt and remain calm in all situations

Ability to work independently, while being team player at the same time

Working schedule: Monday to Friday, rotational shifts in timeframe 08 AM - 06 PM (40 hours a week).

BENEFITS:

Excellent remuneration package based on experience, skills and performance

Private health insurance after contract signature

Relocation support with possibility of using subsidized company accommodation

Discretionary bonus based on KPIs

A dynamic multilingual, multicultural and creative team with positive and friendly atmosphere

Guidance and tools to reach your full potential.

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