Technical Customer Support Representative
1 semana atrás
Position: 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 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 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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