Tier 1 Customer Support Advocate

For one of our Bucharest based clients, we’re looking for a Tier 1 Customer Support Advocate.

The role:
The Customer Support Advocate in Tier 1 provides general technical support across one or more customers, products, services or projects. This includes things like helping customers set up their accounts, resolve configuration issues, helping them understand how to use a product or service and any other help customers may need.

Tier 1 is also the first point of contact for incoming support issues (calls, emails, tickets). This is where all incoming tickets are triaged and then routed to the appropriate team or tier.

Responsibilities:

  • Monitor events/alerts and resolve or escalate to the appropriate team
  • Gather/establish required information for handling customer issues
  • Manage customer expectations regarding estimated response times for issue resolution
  • Resolve issues via phone, email, chat
  • Meet SLAs like response and resolution times by working other tiers
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
  • Run monitoring reports for usage, performance, and/or availability

Requirements:

  • Average / General experience in managing Linux systems (redhat, centos, debian/ubuntu – install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.)
  • General experience in managing Windows systems (install, setup, configuration, lifecycle management: updates/patching, backup/dr, etc.)
  • Detailed knowledge of networking protocols and troubleshooting: DNS, HTTP, SSL, TCP
  • Experience operating and troubleshooting email services and SMTP
  • Excellence in technical communications with both technical and non-technical peers
  • Strong analysis and troubleshooting skills and experience
  • Self-starter who is excited about learning new technologies on a daily basis
  • Strong multi-tasking skills
  • Advanced English skills (reading, writing and speaking)

Nice to have:

  • Bachelor’s Degree in Computer Science, Math, or related discipline, or equivalent work experience
  • Past experience (1-2) as a systems administrator, network engineer, or cloud engineer or similar technical position/role
  • Customer service experience / strong customer focus
  • Monitoring experience for application performance, uptime and fault management (checkmk, nagios)
  • Experience supporting a 24×7 Internet-oriented production environment

Do you fit the profile? Contact us via email at contact [AT] monkeyrecruit.com or through the following form: