Position: Czech Technical Customer Support Representative
Location: Lisbon, Portugal
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
Assist enterprise customers, partners and engineers, using various channels
Respond to customers queries in timely and efficient manner
Identify the customer issue(s) & potential level of support by gathering relevant information
Conduct thorough research to investigate problems, with the option to collaborate with other teams
Escalate the issues to management when appropriate, acting as a customer advocate, and keeping customers informed
Collaborate with management and engineering teams to address service issues, produce bug fixes, and develop test cases as needed
Ensure that each support request you handle adheres to client's Service Level Agreement (SLA), while achieving the highest customer satisfaction by managing expectations and delivering on commitments
Document your technical work and research in a comprehensive manner
Proactively address customer satisfaction concerns before they escalate into problems.
REQUIREMENTS:
Native/fluent in Czech, both verbal and written. Fluent in English (at least B2 level)
Strong knowledge of Office 365 in an Enterprise environment – particularly, Exchange Online
Foundations knowledge on Networking, Protocols, Authentication (Basic, Kerberos, NTLM) and PowerShell
Experience working with Office 365 Directory Synchronization tool (DirSync), Microsoft Azure Active Directory Connect tool (AD Connect)
Experience working with DNS - Types or records, record creation, DNS management, DNS troubleshooting
Experience reading network captures/analysis
Experience working with Active Directory - FSMO Roles, Active Directory Domains and Trusts, Active Directory Sites and Services
Resourceful personality that can adapt and remain calm in all situations
Ability to work independently, while being team player at the same time
Working schedule: Monday to Friday, rotational shifts in timeframe 08 AM - 06 PM (40 hours a week).
BENEFITS:
Excellent remuneration package based on experience, skills and performance
Private health insurance after contract signature
Relocation support with possibility of using subsidized company accommodation
Discretionary bonus based on KPIs
A dynamic multilingual, multicultural and creative team with positive and friendly atmosphere
Guidance and tools to reach your full potential.
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