Czech Speaking Technical Support Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal Recruitment Direct Tempo inteiro

Job Overview
Czech Speaking Technical Support Specialist will deliver exceptional technical support to Enterprise customers in an international environment. Key aspects include technical expertise, problem-solving skills, effective communication, collaboration, customer-centric approach, and mentorship and learning. By balancing these elements, the ideal candidate can ensure they deliver the exceptional support that Enterprise customers expect.

Responsibilities
Ownership of Cases: Start each day by reviewing open cases and prioritize them based on urgency and complexity. Customer Engagement: Build rapport with Enterprise customers and partners using active listening techniques. Issue Definition: Use structured questioning to gather relevant information and define the scope of the problem. Research and Collaboration: Leverage internal resources, knowledge bases, and collaboration tools. Effective Handoffs: Provide comprehensive notes and context when transferring cases. Escalation Protocols: Be proactive about escalating issues to management when necessary. Cross-Team Collaboration: Regularly engage with management and engineering teams. Adhering to SLAs: Keep track of response and resolution times and communicate timelines to customers. Documentation: Maintain detailed records of all interactions and troubleshooting steps.

Technical Skills Required
Office 365 Expertise: Stay current with updates and new features. Networking Fundamentals: Review the basics of networking. Directory Synchronization Tools: Set up and troubleshoot DirSync and AD Connect. DNS Management: Study DNS record types and practice creating and managing DNS records. Network Analysis: Use tools like Wireshark to analyze network traffic. Active Directory Proficiency: Review FSMO roles and practice role transfers. PowerShell Skills: Write scripts for automating common tasks. Continuous Learning: Pursue relevant certifications to validate and expand knowledge.

Working Hours
40 Hours per week on a rotational shift pattern, Monday to Friday from 8am to 5pm.

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