Czech Speaking Technical SupportLisbon, PortugalGross Monthly Salary €1351 + free room in shared accommodation ORGross Monthly Salary €1467 with no accommodationJob OverviewDelivering exceptional technical support to Enterprise customers requires a blend of strong problem-solving skills and excellent communication. Here are a few key aspects that could help you excel in this position:Technical Expertise: Continuously deepen your understanding of the products and services you support. Stay updated on the latest features, common issues, and best practices.Problem-Solving Skills: Develop a systematic approach to troubleshooting. Break down issues into manageable parts, and don't hesitate to ask for help from colleagues or subject matter experts when needed.Effective Communication: Clearly articulate technical concepts to customers, ensuring they understand the solutions being provided. Listening is equally important—understand their concerns fully before proposing solutions.Collaboration: Build strong relationships with your teammates and other departments, like Engineering and Product Groups. Effective collaboration can expedite issue resolution.Customer-Centric Approach: Always keep the customer's needs in mind. Strive to resolve issues quickly and effectively while providing a positive experience.Mentorship and Learning: Take advantage of mentorship opportunities. Learning from peers can enhance your skills and broaden your knowledge base.Specialization: If you have an interest in a specific area, pursue it. Specializing can make you a valuable resource for both customers and your team.By balancing these elements, you can ensure you deliver the exceptional support that your Enterprise customers expect.ResponsibilitiesOwnership of Cases: Start each day by reviewing your open cases. Prioritize them based on urgency and complexity, ensuring you're on top of new escalations right away.Customer Engagement: Build rapport with Enterprise customers and partners. Use active listening techniques to clarify their issues and ensure they feel valued throughout the support process.Issue Definition: Use structured questioning to gather relevant information. This will help you define the scope of the problem and set clear support boundaries, making your investigations more efficient.Research and Collaboration: When investigating issues, leverage internal resources, knowledge bases, and collaboration tools. Don't hesitate to reach out to other teams for insights or alternative solutions.Effective Handoffs: If you need to transfer a case, ensure that the handoff is smooth. Provide the next engineer with comprehensive notes and context so they can pick up where you left off.Escalation Protocols: Be proactive about escalating issues to management when necessary. Clearly communicate the impact of the issue to the customer and assure them that you're advocating for a timely resolution.Cross-Team Collaboration: Regularly engage with management and engineering teams to stay informed about ongoing service issues, bug fixes, and product updates. This will help you provide accurate information to customers.Adhering to SLAs: Keep track of your response and resolution times to ensure compliance with SLAs. Communicate timelines to customers and set realistic expectations based on your workload.Documentation: Maintain detailed records of all interactions, troubleshooting steps, and solutions. This will help create a knowledge base for future reference and improve team efficiency.Proactive Approach: Monitor customer feedback closely and address any concerns promptly. A proactive approach can often prevent minor issues from escalating into larger problems.By focusing on these strategies, you'll be well-equipped to handle your responsibilities effectively and contribute to high levels of customer satisfaction.Technical Skills RequiredYour technical skills provide a solid foundation for delivering exceptional support in an Enterprise environment. Here's how you can leverage and further develop these skills:Office 365 Expertise: Deepen Knowledge: Stay current with updates and new features in Office 365, particularly Exchange Online. Familiarize yourself with common issues and troubleshooting steps.Networking Fundamentals: Review the basics of networking, focusing on how protocols like TCP/IP, HTTP, and SMTP interact within Office 365.Directory Synchronization Tools: Get practical experience setting up and troubleshooting DirSync and AD Connect. Understand the synchronization processes and common pitfalls.DNS Management: Study the different DNS record types (A, CNAME, MX, etc.) and their uses. Practice creating and managing DNS records in a test environment.Network Analysis: Use tools like Wireshark to practice capturing and analyzing network traffic. Focus on common patterns and issues that may arise in an Office 365 context.Active Directory Proficiency: Review the five FSMO roles in Active Directory and their functions. Practice performing role transfers and seizing roles in a lab setting.PowerShell Skills: Enhance your PowerShell skills by writing scripts for automating common tasks related to Office 365, Active Directory, and DNS management.Continuous Learning: Consider pursuing relevant certifications, such as Microsoft Certified: Azure Administrator Associate or Microsoft Certified: Security, Compliance, and Identity Fundamentals, to validate and expand your knowledge.Working hours40 Hours per week (8 hours per day with an additional lunch break hour) on a rotational shift pattern, Monday to Friday from 8am to 5pm.
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