Technical Support agents (Lviv)

Project description:
Delivering technical support for one of the biggest company clients, which provides hosting services for their end-users. Maintaining shared hosting platform, customer support is provided for hosting-related questions, e.g. email services, web and database concerns, DNS issues, in-house applications for hosting services (FTP, email, databases, and DNS) management, and in-house and custom-built (cPanel, Plesk) control panels.

Working schedule: 

Morning shift: Mon-Fri - 8:00 - 16:30 

Night shift: Mon-Fri - 23:30- 8:30

Requirements:

• Upper-intermediate verbal and written English skills
• Strong troubleshooting and critical thinking skills, the ability to think logically.
• A strong focus on customers’ satisfaction
• Attention to details
• Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues
• Understanding of standard support procedures for proper reporting, escalation, and follow up
• Ability to work in different shifts
• Knowledge of TCP/IP, DNS, and other networking concepts (HTTP and HTTPS)
• Basic understanding of the Windows environment
• An understanding of IP protocols and DNS
• Most popular Linux commands/utilities

Responsibilities:

• Respond to customers’ requests (in a quick and efficient manner)
• Provide technical assistance with platform Web applications
• Troubleshoot web and email issues
• Provide support, following procedural documentation/templates
• Set up email accounts in Mail Clients and deal with login/acсess issues
• Work continuously on a task until completion
• Check the status of the problem and provide customers with the updates
• Prioritize and manage several open cases at one time
• Provide Tier1-2 support — include deep investigation, provide a workaround to various problems
• Escalate issues to the Tier 2 team when necessary with all relevant and required information
• Document FAQs and training guides for internal use.