Technical support representative

Required skills

— Good knowledge of English, both spoken and written, as you mostly be communicating with English speaking customers;
— Willingness to provide guidance and care about the client;
— Positive, initiative and open-minded person;
— IT background and support experience is a must;
— Must be able to maintain a specific level of punctuality;
— Frustrated people should make you compassionate, and you should enjoy the process of turning an anxious customer into a happy one;
— You have to be a good writer who enjoys the process;
— Must be able to provide quality customer service even to difficult or abusive customers, on occasion, while still maintaining a strict level of professionalism;
— Must be able to conduct data search efficiently and effectively while working within specific time constraints;
— A stable internet connection. (no-less 100mbps, backup internet channel);
— Must be in Kyiv or willing to relocate here.

Will be a plus:

— Experience in Monitoring Systems such as Nagios/Icinga/Zabbix or Sensu/Prometheus/Grafana;
— Experience in Web and Application Server Tools administration;
— Familiarity with Networking: firewalling, VPN, TCP/IP, HTTPS, SSL protocols, DNS;
— Experience in developing and maintaining technical documentation;
— Familiarity with Cloud concepts such as AWS/MS Azure or Google Cloud Platform;
— Linux OS extended experience;
— Basic knowledge of telephony protocols such as SIP or VoIP.
— Basic knowledge of databases, SQL DBMS;
— Familiarity with help desk software (eg. Jira);
— Basic skills in Bash.

We offer

— A full-time remote position which will require availability to work 40-hours per week;
— Mostly 8-hours working shifts (including night & weekend shifts fairly divided between all 24/7 team members);
— 2 days off per week guaranteed;
— Attractive compensation package;
— Salary will be fixed in US Dollars;
— 24 vacation working days;
— Loyalty bonus 15% from fixed salary;
— Healthcare plan;
— Parking slots near the office;
— English language courses;
— Development in professional growth (courses, training, Udemy business account);
— With Omilia, you will work within a great team of likeminded young people, working hard and enjoying every bit of it, contributing to drastic shifts in how consumers communicate with organizations all over the world!
— With Omilia you will be able to travel to Greece for team buildings at our amazing HQ offices!

Responsibilities

— Work across multiple platforms and products and respond to inquiries from the customers according to the SLAs;
— Be well-versed with the company’s Knowledge Base and perform an effective search for helpful information;
— Work independently on the incoming requests and identify the need for assistance when necessary in accordance with the SOPs;
— Run a background check of the previous cases reported by the clinic;
— Build meaningful custom responses with regard to support case history;
— Gather context information and store it in Ticket Properties and Private notes of the ticket;
— Work on increasing the KB as per the assignments from KB coordinator and KB ambassador in support;
— Work on Trello tasks when required;
— Attend support meetings;
— Keep track of the articles in Support Digest and consider them in the process of work.