Technical Customer Support Professional
1 semana atrás
In collaboration with Wibit Consulting & Services, a leading Outsourcing/BPO consultancy, we are seeking a Polish speaking Technical Customer Support Representative for their Lisbon office.
Key Responsibilities:
- Assist enterprise customers, partners and engineers using various channels.
- Respond to customer queries in a timely and efficient manner.
- Identify customer issues, gathering relevant information to determine the potential level of support required.
- Conduct thorough research to investigate problems, collaborating with other teams when necessary.
- Evaluate issues to determine when escalation to management is required, advocating for customers and keeping them informed.
- Work with management and engineering teams to address service issues, develop bug fixes and test cases as needed.
- Ensure that each support request adheres to the client's Service Level Agreement (SLA), while achieving high customer satisfaction by managing expectations and delivering on commitments.
- Document technical work and research in a comprehensive manner.
- Proactively address customer satisfaction concerns before they escalate into problems.
Requirements:
- Native/fluent in Polish, 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 of 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 a team player at the same time.
Working Conditions:
- Full-time employment.
- 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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