Technical Support Specialist L1 - Nordic LanguagesApply remote type: Onsite
locations: Lisbon - Portugal
time type: Full time
posted on: Posted 29 Days Ago
job requisition id: JR07835
The Technical Support Specialist (Network) Level 1 agent provides a turnkey support role to all Planet Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves. As a customer technical support specialist, you must be ready to engage on all types of Level 1 related enquiries, by quickly and effectively gathering the necessary information to identify the root cause and either resolve the customer's issue or redirect/escalate to the correct upper Levels within Planet.
As the first point of contact for Planet Hoist Network customers, you will provide assistance to those experiencing technical issues with the systems platforms that Planet Hoist has accepted contractual responsibility for, including 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 you will do Responsible for delivering content to end users in an appropriate manner, focused on meeting contracted customers' SLAs and KPIs.Provide Level 1 support via phone, email, tickets, or other needed methods on Hoist/Planet managed solutions, logging customer requests (CR) or incidents, and following up/updates on case status.Analyse data to determine root causes of problems and resolve them remotely, using diagnostic testing and software equipment as required.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.Empower customers by promoting the Knowledge base and self-service.Configure security, operational, and access settings/permissions for groups or individuals.Work with Level 2 and Product Team on escalated tickets.Log and escalate calls with third parties where required, ensuring communication back to the customer.Onboard new team members and provide necessary product and processes training.Who you are Excellent analytical and problem-solving skills, with the ability to multitask and solid troubleshooting experience.Exceptional customer service and confident communication skills, customizing your interaction to 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 or on-site support, collaborating with customers, partners, and internal teams.Experience in network operations or field operations.Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration.What you will need to bring to Planet Excellent teamwork skills.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 and Nordic Languages - Swedish/Norwegian/Finnish/Danish (additional languages such as French, German, Italian, Spanish are a plus).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 preferred.Willingness to work from the office and cover 24/7 rotation shifts including weekends and some holidays.
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