Overview:
Do you want to work in an environment that is obsessed with making customers and employees happy? Do you want to be part of a global mission to revolutionise commerce and payments? If you do, then this role could be for you….
We don't just provide world-class commerce and payment services; we generate revenue for our customers and help them grow. We have recently integrated several other tech businesses to continue to grow and dominate the market as we set about our mission of being a world leader. We know that it's our people that differentiate who we are and what we do, and that is why we are keen to hire world-class talent like you.
Role:
The Customer Support Specialist must provide a turnkey support role to all HOIST installed base customers on the multiple platforms/services HOIST hosts and serves. As a technical engineer, you must be ready to engage on all types of Tier 1 related inquiries, quickly and effectively gathering the necessary information to put in motion the root cause investigation and either resolve the customer's issue or redirect/escalate to the correct upper Tier levels within the organization.
As the first/second point of contact for HOIST customers, the Customer Support Specialist must provide all types of assistance to those experiencing technical issues with the systems platforms that HOIST has accepted contractual responsibility for, including among others, remote troubleshooting/analyses and proper systems operational assessments, striving to provide the highest level of technical customer service while demonstrating excellent levels of technical skill to resolve issues accurately and quickly.
What will you do:
Provide Tier 1 support levels via phone, email, tickets, or other needed methods on HOIST managed solutions, logging customer requests (CR) or incidents, or simply follow up/update customers on case status.
Analyse data to determine the root causes of problems and resolve them remotely, using as required diagnostic testing and software equipment.
Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery.
Carry out screen-sharing to help customers get set up and operational.
Provide remote assistance to onsite partners during interventions.
Empower customers by promoting the Knowledge base and self-service.
Organize and make Change Requests for our Customers.
Work with senior engineers on escalated tickets.
Log and escalate calls with third parties where required, ensuring communication back to the customer.
Maintain customer data up to date on internal systems (CRM, Ticketing, Technical Tools, etc.).
What are we looking for?
Excellent analytical and problem-solving skills, with the ability to multitask and solid troubleshooting experience.
Able to work in an omnichannel environment.
Exceptional customer service and confident communication skills, customizing your interaction to the individual customer personalities and contexts.
Strong work ethic and ability to work efficiently and effectively with minimal supervision.
Ability to work in a fast-paced environment with excellent organizational skills.
Able to work to targets (SLAs).
Basic technical background in Engineering for TCP/IP | Networks (Switching, Routing).
Wide proven experience of remote support, collaborating with customers, partners, and internal teams.
Preferred experience in network operations or on-field operations.
Familiarity with production environments and common industry brands & variants of hardware assembly and configuration.
Enthusiastic and a great attitude towards learning.
Experience managing service and/or operational level agreements with strong customer service, interpersonal, and active listening skills.
A high standard of written and spoken English (additional languages such as French, German, Italian, Spanish, is a plus) and attention to detail.
Able to work with non-technical and technical customers alike.
Preferably with network vendor technical certifications (Aruba, Ruckus, Cisco, Brocade, others).
Preferably with a B.S. or equivalent science/IT degree.
What can you expect from us?
A permanent job contract for a long-term project.
Tech equipment + SIM Card + personal smartphone.
Health and Life Insurance.
Social events and team buildings.
The commitment of letting you grow with us and be rewarded accordingly.
A dynamic and young team that will always be there to support you.
Training in the latest technologies.
Coffee, fruits, snacks, and a warm welcome when you pass by the office.
Tipo de oferta: Período Integral
Benefícios:
Cartão/Ticket refeição
Seguro saúde
Telemóvel da empresa
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