Technical Support Specialist L1
Há 6 dias
Technical Support Specialist L1 - Nordic languages page is loaded Technical Support Specialist L1 - Nordic languages Apply remote type Onsite locations Lisbon - Portugal time type Full time posted on Posted Yesterday job requisition id JR07834 The Technical Support Specialist (Network) Level 1 agent provides a turnkey support role to all Planet Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves. As a customer technical support specialist, you must be ready to engage on all types of Level 1 related enquires, by quickly and effectively gathering the necessary information identify the root cause and either resolve the customer's issue or redirect/escalate to the correct upper Levels within Planet.
As the first point of contact for Planet Hoist Network customers, you will provide all types of
assistance, to those experiencing technical issues with the systems platforms that Planet Hoist have accepted contractual responsibility for, including among others, remote troubleshoot / analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues
accurately and quickly.
What you will do Responsible to deliver the content to end users on an appropriate manner, focused on meeting contracted customers SLA´s and KPI´sProvide Level 1 support levels via phone, email, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case statusAnalyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipmentMaintain system capabilities by testing existing equipment and programs, providing remote
troubleshooting solutions for systems issues that affect course deliveryCarrying out screen-sharing to help customers get set up and operationalEmpowering customers by promoting Knowledge base and self serviceConfigure security, operational and access settings/permissions for groups or individualsWork with Level 2 and Product Team on escalated ticketsLog and escalate calls with third parties where required, ensuring communication back to the customerOnboard new team members and provide necessary product and processes training
Who you are Excellent analytical and problem-solving skills, with the ability to multitask, with solid
troubleshooting experienceExceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contextsStrong work ethic and ability to work efficiently and effectively with minimal supervisionAbility to work in a fast-paced environment with excellent organizational skillsAble to work to targets (SLA's)Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing)Wide proven experience of remote or on-site support, collaborating with customers, partners, and
internal teamsExperience in network operations or on field operationsPreferably familiar with some types of production environments and common industry brands &
variants of hardware assembly and configuration
What you will need to bring to planet Excellent teamwork skillsEnthusiastic and a great attitude towards learningExperience managing service and/or operational level agreements with strong customer service, interpersonal and active listening skillsA high standard of written and spoken English and Nordic Languages - Swedish/Norwegian/Finnish/Danish (additional languages such as French, German, Italian, Spanish are a plus)Attention to detailAble to work with non-technical customers and technical customers alikePreferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others)Preferably with a B.S. or equivalent science/IT degree preferredWillingness to work from the office and to cover 24/7 rotation shifts including weekends and some holidays Similar Jobs (2) Technical Support Specialist Level 2 remote type Onsite locations Lisbon - Portugal time type Full time posted on Posted Yesterday Technical Support Specialist Level 1 - French speaker remote type Onsite locations Lisbon - Portugal time type Full time posted on Posted Yesterday
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