Technical Support Specialist

Há 20 horas


Porto, Porto, Portugal Umbrella Functional Consulting & Support Team Tempo inteiro

Job Description

Become the person that customers trust to resolve their Smartex.ai related technical issues and contribute to reducing failure modes over time.

We are seeking a Technical Support Specialist to provide technical assistance to our customers during the night shift (9pm to 6am, GMT), enforcing Service Level Agreements (SLAs). You will diagnose and troubleshoot software, hardware, and network problems, helping customers utilize the Smartex.ai system effectively for sustainable and efficient defect-free production.

The Technical Support team will have in-depth knowledge of the Smartex product, working directly with internal teams to address complex technical issues. Effective communication both internally and externally via a ticketing system is crucial, as candidates should possess both oral and written communication skills. Ultimately, you will be a trusted individual whom customers rely on for timely and accurate solutions to their technical problems.

Main Responsibilities:

  • Respond to, restore, and resolve technical issues for customers.
  • Ensure customer issues are restored within specified SLA timelines.
  • Document all customer-reported issues properly in Smartex's ticketing systems for tracking purposes and learning opportunities.
  • Monitor and act upon service metrics, thresholds, and key performance indicators governing the ticket resolution process.
  • Apply Technical Support processes, policies, and tools documentation and contribute to their continuous improvement.
  • Directly collaborate with customer success, product, and engineering teams.

Requirements:

  • Strong background in Network Systems, IT, Electrical Engineering, or related fields.
  • Knowledge of Linux.
  • Nice to have: experience with Linux-based Embedded Systems.
  • Excellent verbal and written communication skills.
  • Customer-focused and results-driven attitude.
  • Passion for troubleshooting and ability to find efficient solutions for unordinary issues.
  • Ability to describe technical details in all complexity when needed.
  • Fluency in English and Portuguese.
  • Ability to work in the night shift (9pm to 6am, GMT).
  • Extra points for fluency in Italian and/or Turkish.
  • Extra points for experience in the Textile industry or other manufacturing activities.

What We Offer:

  • A competitive salary package according to experience and skills ($80,000 per year, estimated based on the job requirements).
  • Company stock options.
  • Health insurance.
  • A dynamic work environment in a fast-growing company.
  • Opportunity to make a real impact in the world.

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